Response from Earth Wizards Inc
Upon initial inspection of the existing driveway and surrounding area, our sales associate informed the homeowner of the possibility of unstable soils that would not be apparent until we were to begin removing the driveway surface. The homeowner was also told that if unstable soil conditions existed, there would be added costs associated with the necessary corrections. The homeowner was present when our installation crew began work and throughout the process. As problems became apparent, the foreman reviewed what issues would need to be addressed and gave him an estimate of the cost. Unstable soils were replaced with gravel base material to ensure the structural integrity of the driveway and an asphalt surface installed over the base material. Our sales associate met with the homeowner again after the driveway was completed to review the work and the final billing. We realize that extra costs are never the desired outcome of any construction project. In the interest of good customer relations we worked with the homeowner in extending payment terms on already discounted additional charges. While we're disappointed the customer has reported negatively to those charges, we do welcome the feedback on what we can do to improve our processes in providing quality work.