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System Pavers complaints

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1570 Brookhollow Drive
Santa Ana, CA 92705 | Get Directions

(800) 801-7283

http://www.systempavers.com

Mon - Fri 8 AM - 8 PM
Sat - 8 AM - 5 PM

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Total Amount in Dispute:
$1,024.00

Total Amount Settled:
$1,000.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, some complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

2 complaints against System Pavers closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against System Pavers

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5/6/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $24.00 Amount Settled: $0.00

Customer Complaint

4/3/2024

I requested work that was agreed upon, additional work was added but not done the total amount was not adjusted, Work not done was the size of a wall to be completed, we agreed to 18 inch wall but a 12 inch wall was installed. Project manager also agreed to a pool cleaning of $300 pool was not covered when work was being done and lastly I informed project manager that I would be getting a patio installed which involved setting post and removing some of the pavers but it was agreed upon that System Pavers would come out for free to reinstall those pavers now some of the personel involved has moved on and a new or different representative of System Pavers informed me of a $900 charge. I also was never offered a protective coating for pavers which I now would like was not credited to my account. Resolution Sought I would like an updated invoice with adjustments stated above, I would like pavers reinstalled as promised, and reimbursement for pool cleaned.

Company Response

4/18/2024

We have spoken to Mr. Bailey and have addressed the following questions: 1. The credit for the wall was sent to him back on January 26th for a credit of ($452) that he hasn’t signed. We resent it on 4/1 2. The pavers will be reinstalled around the post with no charge. 3. There will be an additional credit of $300 for the pool cleaning that will be put towards his account. 4. PM Jose Serrano will be contacting the client to confirm the sealer for the pavers and the existing concrete today 4/1/2024. 5. As of 4/11 -we have followed up with Mr. Bailey again as I have credited his account for the $300 in reference to the pool cleaning and resent the CO for the wall on 4/1 that was originally sent in January that he has still not signed.

Customer Rebuttal

4/22/2024

The wall size and credit is not correct, I was quoted a wall size of 26ft, the wall was reduced to 17ft and below 12inches not 18 inches, which was quoted. I also disagree with their price quote on the side of home, I paid for numerous pavers they took the extras and left the back yard a mess and offered $300 to clean pool that should of been covered. Turf was not turf I told salesman I wanted.

9/29/2022

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $1,000.00 Amount Settled: $1,000.00

Customer Complaint

9/15/2022

System Pavers offers a free estimate to do a job. I was looking to get artificial grass in our backyard. After several of their texts and emails I decided to get the free estimate. After the appraisal, I went along with getting some of my yard done for around $10,000. After their representative left, i realized that I would rather do some red or white rock with bark dust myself, thinking it would not only look great but be more affordable! I called the guy and he said ok that there was a form in their portal I had to fill out and summit. I told him thanks. According to the form I had 3 business days to cancel my order to receive my refund. I faxed the form for the request the day it had to be there BEFORE midnight like it requested. It said allow 10 days for a refund. I believe that I waited two weeks before I started calling about my refund. Jennifer, the Secretary kept transferring me to her boss but he NEVER RETURNED MY CALL ONCE! I called her for a few weeks, near the end it was every day. I just want my money back. Resolution Sought Return my $1000. I requested it within the three business days they required.

Company Response

9/16/2022

We apologize for any inconvenience, this customer has been contacted and the refund has been processed.

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