Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asphalt Help installed my driveway and walkways on September 27, 2023. I paid $31,800 minus repair costs for a water main break they caused. On November 21, 2023, I claimed corrective and warranty work under the 1-year warranty. Issues include: - Flooding in driveway circle - Remove/replace dead tree due to flooding - Failing asphalt over culvert pipe - Crooked driveway straightaway - Poorly built rear patio steps Despite written messages from myself and my attorney where we attempt to get these items addressed, Asphalt Help has failed to address any of the problems for over 10 months as of the date of this complaint. With one exception. Asphalt Help dispatched two people to cut a channel across the driveway at my circle in late May 2024 and just left it. Rendering a portion of my driveway unusable since that day. Since August 7th, Asphalt Help has attempted to blame a subcontractor they haven't hired for the delay. Being nearly 7 weeks later, this excuse for delay hasn't aged well and is discussed on a website I reference below. In order to bring this dispute to full resolution, I want Asphalt Help to remedy all claims of corrective and warranty work. I also want reimbursed by Asphalt Help all expenses associated with my attempts to get the work completed. These expenses include attorney fees, arial photography fees, and any other fees that may arise prior to completion. I also want a $6,127 refund. If we are unable to bring this dispute to full resolution, this offer to Asphalt Help is withdrawn. Many attempts have been made to resolve this dispute both by phone and in writing. Written attempts to resolve the dispute and Asphalt Help's written responses are available via the website: *****************************************

  

  Business Response

  Date: 10/07/2024

  Dear *** ****** and Better Business Bureau,
  
  We appreciate the opportunity to address the concerns outlined in the customer’s complaint and to clarify our position on this matter.
  
  1. Water Main Break: The claim regarding the water main break and its repair costs has been noted. It is important to mention that Asphalt Help worked diligently to complete the driveway and walkways to the agreed-upon specifications. Any repair costs resulting from the water main break were appropriately deducted from the final payment, as acknowledged by the customer.
  

  2. Flooding in Driveway Circle and Dead Tree: While we understand the concerns about flooding in the driveway circle, we would like to clarify that landscaping or tree-related matters are not covered under the scope of our service or agreement. Asphalt Help was not responsible for the tree removal or any tree damage resulting from natural causes, including water-related issues.
  

  3. Asphalt and Concrete Concerns: Asphalt Help acknowledges the issue with the asphalt over the culvert pipe and the concerns about the driveway straightaway. We have made efforts to remedy this issue and will continue to ensure that corrective measures are taken within the warranty period. The concrete steps on the rear patio will also be reviewed to ensure they meet our quality standards.
  

  4. Subcontractor Delay: The subcontractor delay referenced by the customer is an unfortunate situation that was outside of our direct control. The removal of the asphalt was done in preparation for the installation of a drainage system by this subcontractor. We regret that the project stalled, but we cannot be held responsible for the lack of progress by a subcontractor we did not hire.
  

  5. Refund and Expenses: We respectfully reject the request for a $6,127 refund, as all work completed was done in line with our agreement. Additionally, we do not accept liability for expenses incurred by the customer, including attorney fees or aerial photography costs, as these were decisions made independently and were not a part of our agreement.
  

  6 i wanted to clarify that no one from Asphalt Help mentioned that you cannot use the circular part of your driveway where the asphalt was removed. Please feel free to continue using it as necessary. If you have any concerns or questions, feel free to reach out, and we’d be happy to assist.

  
  Asphalt Help remains committed to completing all corrective work that falls under the warranty terms. We have been in communication with the customer regarding these issues and have responded to the concerns raised. Moving forward, we will continue to address any valid warranty claims within a reasonable timeframe to ensure the customer’s satisfaction.
  
  We hope this response clarifies our position, and we remain willing to cooperate with both the customer and the Better Business Bureau in bringing this matter to an appropriate resolution.
  
  

  
  Sincerely,

  Asphalt Help

  

  Business Response

  Date: 10/07/2024

  Dear *** ****** and Better Business Bureau,
  
  We appreciate the opportunity to address the concerns outlined in the customer’s complaint and to clarify our position on this matter.
  
  1. Water Main Break: The claim regarding the water main break and its repair costs has been noted. It is important to mention that Asphalt Help worked diligently to complete the driveway and walkways to the agreed-upon specifications. Any repair costs resulting from the water main break were appropriately deducted from the final payment, as acknowledged by the customer.
  

  2. Flooding in Driveway Circle and Dead Tree: While we understand the concerns about flooding in the driveway circle, we would like to clarify that landscaping or tree-related matters are not covered under the scope of our service or agreement. Asphalt Help was not responsible for the tree removal or any tree damage resulting from natural causes, including water-related issues.
  

  3. Asphalt and Concrete Concerns: Asphalt Help acknowledges the issue with the asphalt over the culvert pipe and the concerns about the driveway straightaway. We have made efforts to remedy this issue and will continue to ensure that corrective measures are taken within the warranty period. The concrete steps on the rear patio will also be reviewed to ensure they meet our quality standards.
  

  4. Subcontractor Delay: The subcontractor delay referenced by the customer is an unfortunate situation that was outside of our direct control. The removal of the asphalt was done in preparation for the installation of a drainage system by this subcontractor. We regret that the project stalled, but we cannot be held responsible for the lack of progress by a subcontractor we did not hire.
  

  5. Refund and Expenses: We respectfully reject the request for a $6,127 refund, as all work completed was done in line with our agreement. Additionally, we do not accept liability for expenses incurred by the customer, including attorney fees or aerial photography costs, as these were decisions made independently and were not a part of our agreement.
  

  6 i wanted to clarify that no one from Asphalt Help mentioned that you cannot use the circular part of your driveway where the asphalt was removed. Please feel free to continue using it as necessary. If you have any concerns or questions, feel free to reach out, and we’d be happy to assist.

  
  Asphalt Help remains committed to completing all corrective work that falls under the warranty terms. We have been in communication with the customer regarding these issues and have responded to the concerns raised. Moving forward, we will continue to address any valid warranty claims within a reasonable timeframe to ensure the customer’s satisfaction.
  
  We hope this response clarifies our position, and we remain willing to cooperate with both the customer and the Better Business Bureau in bringing this matter to an appropriate resolution.
  
  

  
  Sincerely,

  Asphalt Help

  Customer Answer

  Date: 10/14/2024

  As of the date of this letter, it has been 10 months and 21 days since Asphalt Help was first notified of an issue with the driveway installation.  Since 11/21/2023 there have been numerous text messages, phone calls, emails, and in face to face meetings. Asphalt Help sounds very encouraging when they proclaim they “remain committed to completing all corrective work”.  However, Asphalt Help has sent similar words of commitment to me and to my attorney in the past. Yet the corrective and warranty work remain incomplete. 
  
  
  I don’t understand why Asphalt Help is shifting focus to a subcontractor for their failure to install a drainage system.  Or worse, shift ownership of the matter to me.  Asphalt Help asked me to use my network to provide them with a quote to remedy the water retention problem.  I contacted my landscape company which is referenced as “subcontractor”.
  
  
  On July 15, Asphalt Help was sent an estimate by a subcontractor for installation of a drainage solution.  Asphalt Help accepted the estimate.
  On July 16, Asphalt wrote to me, “After discussing the matter, I agreed to the contractor's terms and gave the go-ahead for the drain installation.”
  On July 17, Asphalt Help was sent a message by the subcontractor that 50% down was required to start the work.  Asphalt Help responded in the affirmative to the message.
  On August 7, Asphalt Help sent an email to my attorney in which they stated in regards to the subcontractor, “We will follow up with them to determine the status of the work and coordinate our repairs accordingly.”
  

  
  Asphalt Help didn’t pay the 50% downpayment to the subcontractor.  Therefore the work was not started.  Asphalt Help claims that it “… is an unfortunate situation that was outside of our direct control”.  However the evidence indicates this is in fact a situation created by Asphalt Help and was (and still remains) in their direct control.
  
  In order for this to settle in the best interests of both parties, we must be able to agree to the facts.
  
  Unfortunately, my experience with Asphalt Help has only worsened. On 10/7/2024 Asphalt Help arrived at my home do the warranty and corrective work.  They did not discuss with me first what would be completed and how.  I tried to have this conversation by phone on 10/3 and on 10/4 and was told “we would figure that out when we get there”.  Upon arrival of Asphalt Help, I learned they would no longer honor their promise to install the drainage pipe and that they had decided to instead patch over the trench.  This unilateral decision by Asphalt Help effectively renders a permanently damaged driveway and no promised remedy to this flooding.  I felt Asphalt Help was trying to conduct a bait-and-switch.  Considering the enormous elapsed time and past assurances over phone, text, and email that the flooding would be corrected; I decided that if I couldn’t trust Asphalt Help to remedy the flooding, then I couldn’t trust them to address the remaining items.  Given the audacity of the attempted change to our understanding, I sent Asphalt Help away with a Trespass warning. 

   

  Asphalt Help will not be invited back until we have a written agreement in place as to what will be completed and by which date.
  
  Regards,

  *** ******

  Customer Answer

  Date: 10/14/2024

  As of the date of this letter, it has been 10 months and 21 days since Asphalt Help was first notified of an issue with the driveway installation.  Since 11/21/2023 there have been numerous text messages, phone calls, emails, and in face to face meetings. Asphalt Help sounds very encouraging when they proclaim they “remain committed to completing all corrective work”.  However, Asphalt Help has sent similar words of commitment to me and to my attorney in the past. Yet the corrective and warranty work remain incomplete. 
  
  
  I don’t understand why Asphalt Help is shifting focus to a subcontractor for their failure to install a drainage system.  Or worse, shift ownership of the matter to me.  Asphalt Help asked me to use my network to provide them with a quote to remedy the water retention problem.  I contacted my landscape company which is referenced as “subcontractor”.
  
  
  On July 15, Asphalt Help was sent an estimate by a subcontractor for installation of a drainage solution.  Asphalt Help accepted the estimate.
  On July 16, Asphalt wrote to me, “After discussing the matter, I agreed to the contractor's terms and gave the go-ahead for the drain installation.”
  On July 17, Asphalt Help was sent a message by the subcontractor that 50% down was required to start the work.  Asphalt Help responded in the affirmative to the message.
  On August 7, Asphalt Help sent an email to my attorney in which they stated in regards to the subcontractor, “We will follow up with them to determine the status of the work and coordinate our repairs accordingly.”
  

  
  Asphalt Help didn’t pay the 50% downpayment to the subcontractor.  Therefore the work was not started.  Asphalt Help claims that it “… is an unfortunate situation that was outside of our direct control”.  However the evidence indicates this is in fact a situation created by Asphalt Help and was (and still remains) in their direct control.
  
  In order for this to settle in the best interests of both parties, we must be able to agree to the facts.
  
  Unfortunately, my experience with Asphalt Help has only worsened. On 10/7/2024 Asphalt Help arrived at my home do the warranty and corrective work.  They did not discuss with me first what would be completed and how.  I tried to have this conversation by phone on 10/3 and on 10/4 and was told “we would figure that out when we get there”.  Upon arrival of Asphalt Help, I learned they would no longer honor their promise to install the drainage pipe and that they had decided to instead patch over the trench.  This unilateral decision by Asphalt Help effectively renders a permanently damaged driveway and no promised remedy to this flooding.  I felt Asphalt Help was trying to conduct a bait-and-switch.  Considering the enormous elapsed time and past assurances over phone, text, and email that the flooding would be corrected; I decided that if I couldn’t trust Asphalt Help to remedy the flooding, then I couldn’t trust them to address the remaining items.  Given the audacity of the attempted change to our understanding, I sent Asphalt Help away with a Trespass warning. 

   

  Asphalt Help will not be invited back until we have a written agreement in place as to what will be completed and by which date.
  
  Regards,

  *** ******

  

  Business Response

  Date: 10/21/2024

  Dear ***,
  
  I want to assure you that I will honor your requests without any issue, including paying the balance of $2,299 in full for the installation. However, I do have a concern regarding the mention of a “crooked driveway.” This was never brought to my attention previously, and I find it surprising that this issue is surfacing now. I would appreciate some clarity on why this has not been mentioned before.
  
  That said, I will proceed with providing the information you’ve requested and will carry out the repairs as promised. Please keep me updated when the installation takes place.
  
  Best regards,
  

  

  Business Response

  Date: 10/21/2024

  Dear ***,
  
  I want to assure you that I will honor your requests without any issue, including paying the balance of $2,299 in full for the installation. However, I do have a concern regarding the mention of a “crooked driveway.” This was never brought to my attention previously, and I find it surprising that this issue is surfacing now. I would appreciate some clarity on why this has not been mentioned before.
  
  That said, I will proceed with providing the information you’ve requested and will carry out the repairs as promised. Please keep me updated when the installation takes place.
  
  Best regards,
  

  Customer Answer

  Date: 10/22/2024

  ****,

  From your last message, I'm hopeful we are able to resolve this issue and very quickly.

  1. On July 16, I brought up the issue of the crooked driveway with you.  I feel like I've been pretty consistent with it since then.  I know you didn't intend to install a crooked straightaway, but it happened.  I think we both would agree it should be straight.

  2. Please prepay for the $2,299 to me or the landscaper so the work can get started right away.  You have two options:  I am home all day today if you want to drop off a check, or the office phone number for the landscaper is 614-800-2279 if you prefer to prepay by credit card. 

  BBB only offers the option for me to Accept or Reject a response.  I want to be clear, I have accepted your response with the understanding you have accepted all 10 of the conditions I have proposed.   In addition, 2 of the conditions are further clarified with you. 

  1. The driveway is straightened.

  2. The work for the drainage pipe installation is prepaid to me or the landscape company.  

  The first step is getting the drainage pipe scheduled/installed so we can move on to the other work, so please prepay today.

  ***

  Customer Answer

  Date: 10/22/2024

  ****,

  From your last message, I'm hopeful we are able to resolve this issue and very quickly.

  1. On July 16, I brought up the issue of the crooked driveway with you.  I feel like I've been pretty consistent with it since then.  I know you didn't intend to install a crooked straightaway, but it happened.  I think we both would agree it should be straight.

  2. Please prepay for the $2,299 to me or the landscaper so the work can get started right away.  You have two options:  I am home all day today if you want to drop off a check, or the office phone number for the landscaper is 614-800-2279 if you prefer to prepay by credit card. 

  BBB only offers the option for me to Accept or Reject a response.  I want to be clear, I have accepted your response with the understanding you have accepted all 10 of the conditions I have proposed.   In addition, 2 of the conditions are further clarified with you. 

  1. The driveway is straightened.

  2. The work for the drainage pipe installation is prepaid to me or the landscape company.  

  The first step is getting the drainage pipe scheduled/installed so we can move on to the other work, so please prepay today.

  ***

  

  Business Response

  Date: 10/22/2024

  Hi ****
  
  I hope you’re well. On July 16, you mentioned a discussion regarding a concern about a crooked driveway. I’ve reviewed my records, but I couldn’t find any documentation on this matter. During the installation, you expressed satisfaction with the results. Could you please clarify the current issue? If you have any related documentation, I would appreciate it if you could share it with me.
  
  Thank you for your assistance.
  
  
  

  

  Business Response

  Date: 10/22/2024

  Hi ****
  
  I hope you’re well. On July 16, you mentioned a discussion regarding a concern about a crooked driveway. I’ve reviewed my records, but I couldn’t find any documentation on this matter. During the installation, you expressed satisfaction with the results. Could you please clarify the current issue? If you have any related documentation, I would appreciate it if you could share it with me.
  
  Thank you for your assistance.
  
  
  

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company installed an asphalt overlay on my driveway on March 20, 2024. The top layer is beginning to crumble away, leaving small pot holes along the driveway. I suspect it was a "cold load" since the crew was using a torch to heat some of the mix before compacting. The company has not responded to phone or email attempts to contact them about the problem. In addition, we were promised a complimentary seal coat (unfortunately not in writing) which has not been fulfilled. I would like repairs to be made and, if possible, the sealcoat applied.

  

  Business Response

  Date: 09/26/2024

  Subject: Response to Your Inquiry Regarding Driveway Issues and Seal Coating 

  To whom it may concern,

   Thank you for reaching out and bringing this matter to our attention. After reviewing our records, I was unable to find any phone calls or emails from you regarding this issue. However, we want to ensure that the situation is rectified to your satisfaction. We are committed to resolving the problem with your driveway and will take the necessary steps to repair the crumbling asphalt. Additionally, we will make sure the seal coating that was promised is applied as soon as possible. Please let us know a convenient time for our team to visit and assess the situation. We value your business and look forward to resolving this issue promptly. If you have any further question, please feel free to reach out directly to our office **************

  Customer Answer

  Date: 09/27/2024

  [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.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April29,2024, ************************* came walking up my driveway to see if I wanted my driveway redone. We settled on a price and he told me it came with a warranty. I don't remember how long he said the warranty was for. ******** found out was the son of the owner of the company. So the crew came down and got busy with the work. I was sitting up front with *****. The crew took it upon themselves to open the side door of my garage, without asking permission. Somehow the molding on the side door of my garage got messed up. I did not notice this until after they left. I called ***** and at first he was very nasty with me, then when he realized who it was he said he would check to see what happened. He got back with me and said one of the machines caught it and that is what caused the damage. He said he would send his crew out the following Saturday to fix it. That would have been the first weekend in May. It was not fixed then and still has not been fixed despite numerous promises from ***** that it would be. I want it fixed.

  

  Business Response

  Date: 07/30/2024

  We would like to inform you that we will resolve the door frame issue on August 6. A technician will be on-site to either repair or replace the door frame as needed.
  

  Customer Answer

  Date: 08/04/2024

  [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.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 08/14/2024

  Despite promising to fix this matteer, they still have not done it.

  

  Business Response

  Date: 08/21/2024

   I hope this message finds you well. I wanted to inform you that we attempted to repair your door frame but, unfortunately, were unable to achieve the desired outcome. To ensure the repair is done correctly, we are in the process of arranging for another professional to handle the task. We sincerely apologize for any inconvenience this may cause and appreciate your understanding. Thank you for your patience. Best regards, Tony 

  Customer Answer

  Date: 08/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22032837
  
  I am rejecting this response because: I do not trust that they will really fix the problem.  They have lied to me repeatedly.
  
  Regards,
  
  ******* ********

  Customer Answer

  Date: 09/13/2024

  ---------- Forwarded message ---------
  From: ******* J ******** <**********************************>
  Date: Wed, Sep 11, 2024 at 2:13 PM
  Subject: complaint
  To: ******************************************* <*******************************************>
  
  
  My name is ******* ********.  The work promised to me has still not taken place.  Help!  #********.

  

  Business Response

  Date: 11/27/2024

  ---------- Forwarded message ---------
  From: ASPHALT HELP <********************************************>
  Date: Tue, Nov 26, 2024 at 1:17 PM
  Subject: complaint #********
  To: ********************************************* <*********************************************>
  

  
  
  

  Hey *****, the owner is out of town till Monday. They will take care of the complaint when they get back.

   

  Thanks

   

  Sarah  

  Office ************

  **************** Columbus Oh 43232  

  Customer Answer

  Date: 01/06/2025

  
  ---------- Forwarded message ---------
  From: ***** ***** <*********************************************>
  Date: Mon, Jan 6, 2025 at 2:25 PM
  Subject: BBB complaint ***********
  To: <**********************************>
  
  
  ******* ********
  *********************************************************************;
  
  Re: BBB Complaint ID *******************************.  
  
  Dear ******* ********:
  
  Thank you for contacting BBB. 
  
  BBB is following up with you about your complaint that the garage door needs to be repaired.
  
  Has the business addressed your complaint issue? 
  
  We will follow up with you upon receipt of your written response. Be sure to reference your complaint number, ******** , in your follow up correspondence.
  
  Please reply through the link, or:
  
  If we do not hear from you within 10 calendar days, we will assume you no longer require our services and will close the complaint based on information in our files.
  
  We look forward to your reply.
  
  Regards,
  
  ***** *****
  
  Senior Dispute Resolution Consultant
  Better Business Bureau Serving ************
  ************
  ****************************************************************
  
  
  
  
  
  
  
  Message from Business 11/26/2024:
  ---------- Forwarded message ---------
  From: ASPHALT HELP <********************************************>
  Date: Tue, Nov 26, 2024 at 1:17 PM
  Subject: complaint #********
  To: ********************************************* <*********************************************>
  
  
  Hey *****, the owner is out of town till Monday. They will take care of the complaint when they get back.
  
   
  
  Thanks
  
   
  
  Sarah  
  
  Office ************
  
  ******************************* Columbus Oh 43232  

  Customer Answer

  Date: 01/08/2025

  ---------- Forwarded message ---------
  From: ******* J ******** <**********************************>
  Date: Tue, Jan 7, 2025 at 12:38 PM
  Subject: Re: BBB complaint ***********
  To: ***** ***** <***********************************************************************************>
  
  
  
  
  
  
  Hello *****,
  I have not heard from that company at all since the last time.  They told me that they were going to send a professional to fix it.  That did not happen.  
  What do I need to do?  I tried to respond through the link, but they said either the number was wrong, or it was outdated.
  
  
  ******* ********

  

  Business Response

  Date: 02/11/2025

  We apologize for the inconvenience and delay on resolving this issue. We will have someone there either Monday or Tuesday Feb. 17th or 18th to resolve this issue once completed we will update the BBB 20th the completion date 

  

  Business Response

  Date: 02/17/2025

  Just wanted to give a current update as of Feb, 17th.

  Due to the current weather conditions, we are unable to get a team out to repair door frame due to the snow. we will shoot for this Friday February 21st weather permitting.

  Customer Answer

  Date: 02/25/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22032837
  
  I am rejecting this response because: No attempt was made to contact me or to do the work
  
  Regards,
  
  ******* ********

  

  Business Response

  Date: 03/17/2025

  the weather has improved we can go do the repair this weekend if the customer agrees