ComplaintsforNicolock Paving Stones NE

• Initial Complaint

  09/12/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  We recently had Nicolock Pavers installed in our entire backyard. It has become clear after process of elimination that we received a defective batch of stone with coloring and splotches that look nothing like the advertised product and/or samples. We contacted the company who then tried to point the finger elsewhere, however we have all the supporting documents that our install and drainage was all done properly and up to code. It was done by a Licensed Engineer and passed all the necessary inspections. The company already has all the supporting documents from when we filed our complaint with them, but I will gladly provide that again through here if necessary upon request. 2 different batches of stone ended up being used because of shortage issues. We were told the company was having production issues (what a coincedence). The 2nd batch of stone does not have the defects that the 1st batch has further proving our point. Unfortunately, the 1st batch makes up 98% of our patio so we are left with an unsightly patio. We just spent A LOT of money to do this and the company was 0 help in trying to help or resolve the matter and was more focused on placing the blame on everyone else. They are trying to get out from under liability when every single professional that has come here has all agreed it must be a defective batch. I figured I would take this route to see if it got me anywhere and to also warn others, which by the looks of the complaints this is a common issue with this company. If this is not resolved we will have no choice, but to take the legal route as we have all documents to support our case.

  Business response

  09/19/2023

  Nicolock has reviewed and analyzed product installed at the ******** residence as requested by the homeowners.  It has been determined that multiple color lots were installed on the jobsite resulting in some variation in hue throughout the project.  Color matching is not covered by Nicolock's Warranty (see attached).  In addition, the "coloring and splotches" as described by the homeowner was determined to be caused from external elements not related to the integral mix design of the product.   Unfortunately, the circumstances outlined in this claim does not qualify for warranty replacement.  

  Sincere Regards, 

  Jason G********* 

   

  Customer response

  09/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: the representative's response is untrue. We have TWO different lots installed at our property and that was only because the supplier had an issue getting enough stone DUE TO NICOLOCK EXPERIENCING PRODUCTION ISSUES which was out of our control. We have provided pictures showing/proving that the stones looked terrible and clearly defective upon receipt and installation. I have also provided pictures of the 1st batch vs the 2nd batch to show how abnormal the 1st batch looks. This job was done properly by all licensed contractors and passed all the appropriate inspections. The company is trying to blame everything else but the faulty product itself which all our evidence proves against. We have had MULTIPLE professionals of trades come to our property who have all agreed the integral mix of the stone is not right. I have plenty more documentation that I will gladly provide. I can also put you in touch with the LICENSED ENGINEER who handled the project, along with the town engineer. The rep is trying to blame "external elements" however what external elements?? Especially if the stones looked like that from the get go. It is clear the company is trying to avoid admittance to the problem on their end and after reading several other complaints, it seems as though I'm not the only one who has had to go through this with them. Please let me know what else I can provide to further prove our case.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  04/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Nicolock Pavers was a company our Landscaper Highly recommended because he has in the past never had an issue with them. My wife and I are installed a pool and needed a patio and coping for it. Going with the Nicolock brand we thought we would be in good hands. We chose (based off the website and catalog) the Travertina Pavers and Coping. We found out after install that the coping is not made with the "paver-shield" and color does not "extend through the entire paver". These quotes are taken from their website. They also state that their product does not have "defined blotches here and there". All of these are FALSE. If I am talking about what is around the pool for the coping we have 175 pavers, 109 of them are not of the Travertina color, I would say white. That is a 62.23% defect. I do have more coping left over in which 70% of that is found to have the same issue. We had Jeff, the sales rep, come by the house to look at it. He said "It's not bad" this should never be said, he should be able to take pride and say this looks amazing. With that statement he followed by saying how great the install was (which was never under question). He refused to do anything to help. I went to Alan C*****, at first he seemed to be on my side, spoke to the Plant Manager who said "Fullnose does not have the paver shield finish. The aggregate will show and will not match up exactly to the paver shield pavers. The Fullnose has a different mix design." This was the last I heard of him, at this point it seems like he is dodging my phone calls. This company in my opinion needs to replace what is wrong with this product. I either want a 63% refund on the cost of materials. Or Nicolock to now pay to empty my pool, give me the coping, pay for the labor for the new install, and pay for the water to be put back into my pool. I made this purchase under false pretense and I would consider this to also be false advertising.

  Business response

  04/21/2023

  The Fullnose coping in question is a different mix design than the pavers that were installed around the pool deck. It has a different look and finish. I understand the customer is not satisfied with the appearance of the fullnose but it is not defective. We always recommend that customers get actual samples of material being used on projects to make sure they approve before installation. To wait until the entire project is complete before bringing up color and appearance issues makes it more difficult on all parties to remedy. To help resolve we are willing to provide samples of fullnose options for customer to select. We will provide the replacement material at no charge as an act of good faith.

  Business response

  04/21/2023

  The Fullnose coping in question is a different mix design than the pavers that were installed around the pool deck. It has a different look and finish. I understand the customer is not satisfied with the appearance of the fullnose but it is not defective. We always recommend that customers get actual samples of material being used on projects to make sure they approve before installation. To wait until the entire project is complete before bringing up color and appearance issues makes it more difficult on all parties to remedy. To help resolve we are willing to provide samples of fullnose options for customer to select. We will provide the replacement material at no charge as an act of good faith.

  Customer response

  04/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The comment of I should have had samples of this product prior is irrelevant. I had samples, and I agreed to purchase these based off of my samples. The pallets that where brought had pavers that matched my sample selections, and more pavers that did not. I don't understand how a company can advise to purchase based off of a sample if the products don't consistently match said sample.

  
  I brought this comment up to my landscaper and he asked if he "was supposed to bring the entire pallet as a sample so that I could look through each individual one. Because there are good ones that do match and others that do not."

  As a result of Alan C***** and his subordinate Jeff, We will "suck it up" (Jeff's exact words, and Alan's context). I have found 52 pavers that we can use with another 60 that are bad (not to sample selection standards). This brings the overall total from 175 total in question up to 287, with an incorrect amount of 169 resulting in a 59% overall issue. I am still asking for 62.23% refund (money back) for the amount that now has to be removed, AND an agreement to where Nicolock will pay for X% (X = agreeable between both parties) of the labor cost for the coping to be removed and replaced.

  I will get an invoice as soon as I am able to submit as proof.

  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is a product defect issue. Nicolock is not honoring their warranty. I chose Nicolock because they sold me on the fact that their pavers used a technology they claimed "floods each durable stone with rich vibrant color throughout the entire paver" and has lifetime warranty. I purchased two cubes of Nicolock Stone Ridge Chesapeake Blend pavers. They are all defective. They did not "flood" the pavers with color throughout. The color was only applied to the top (approx. 1/4" & splashed over the sides). I wanted a paver that offered color throughout so that if a chip occurred it would blend in and not be noticeable. The pavers I received had no color flooded throughout the inside of the paver. The inside of the pavers look like a whiteish/light gray color, similar to plain cement color. I had two separate projects going on (a patio and a walkway). After my patio was installed I immediately noticed large divots which exposed the white cement color. This was how I discovered the pavers that I received are defective. I held up on installing the walkway because the remaining pavers all have the same issue. I reached out to Nicolock on 7/19/22, they sent a Rep out to inspect. He brought me a sample of what my pavers should look like and I gave him a sample to take back of the actual product I received for his technical director to inspect. The Rep also said the divots I was seeing are from the manufacturing process and the company uses a filler to fill in holes on pavers. He said sometimes when the tamper goes over the paver the filler can get knocked out, exposing the inside of the paver. After 3 months and many follow up attempts, I finally received their assessment stating that from the pictures they see nothing wrong. I offered them the chance to send their technical director out to view the actual product but never heard back. I am asking Nicolock to honor their word and warranty and replace the two cubes of pavers including delivery or send me a check for $913.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased pavers and retaining wall block from ********* ******* in the ****** area. Upon receiving the merchandise and going through the pallets my contractor was able to set aside damaged used that were unusable. Attempted to return the items at the retail location and was told that this was a warranty issue and not a store issue. Nicolock came to the job site and saw the materials and the issues and does not want to honor the product warranty. Looking for the damaged pavers and blocks to be replaced or refunded for the material that was unusable.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a warranty dispute regarding deceptive advertising by Nicolock Paving Stones where there paver-shield pavers that were manufactured at their ********** ** plant have a defect in their structural integrity and immediately after installation by licensed and qualified contractor began to crack and chip and exhibit surface imperfects across 50%+ of the installed area May 11-18 - ****************** ***** installed 8 pallets of pavers on my driveway and porch entrance May 30 - 3 pavers exhibiting chipping/cracking on the edges, *** replaced the pavers Jun 02 - Extremely heavy downpour rains occur Thursday evening Jun 04 - 20+ pavers all showing signs of surface imperfections (chipping, cracking, and edges starting to crack and crumble) *** contacts Jeff D**** (Nicolock) ************ raising concerns regarding the failure of the pavers Warranty claim submitted Jun 16 - Nicolock, ***, meet at residence to inspect pavers Jeff acknowledges there is a problem with the pavers. Not clear if this is a quality control issue or if something with the manufacturing process Jeff says they will replace the defective pavers *** and homeowner DO NOT AGREE and want all 8 pallets replaced as more pavers are exhibiting defects daily and they all came from the same Mfg Lot Jul 12 - second re-inspection with Allen C*****, Nicolock Regional Sales Manager homeowner marks imperfections with blue painters tape (stopped at 200 marks) as examples for review Allen agrees there is an issue and states he will respond back with a resolution plan for corrective measures Jul 26 - Allen contacted homeowner via mobile stating Nicolock wants to wait until Sept 30 and re-inspect a third time then reassess They only want to replace defective pavers + reimburse *** for labor Homeowner + *** do not agree Replacement will not match in color w/existing Too many individual pavers, more labor intensive, potential to damage adjacent stones Homeowner wants ALL PAVERS REPLACED + LABOR

  Business response

  08/31/2022

  ***** **** ******* ******************* ***** ********** ****** *** **** ***** ** *** ********** *********************** ******** *** ********* *** ******** Good Afternoon

  Please see attached for our response to the complaint below.

  Please let me know if you need anything else

   

  Thank You

   

   

  Nino N******

  Nicolock Paving Stones | Business Development

  ** ************ * ** ************ ************ * *****************

  Business response

  08/31/2022

  ***** **** ******* ******************* ***** ********** ****** *** **** ***** ** *** ********** *********************** ******** *** ********* *** ******** Good Afternoon

  Please see attached for our response to the complaint below.

  Please let me know if you need anything else

   

  Thank You

   

   

  Nino N******

  Nicolock Paving Stones | Business Development

  ** ************ * ** ************ ************ * *****************

  Customer response

  09/05/2022

  
  Complaint: ********
  
  
  I am rejecting the response from Nicolock because it is inaccurate and quite frankly untrue.
  On July 12, 2022 Allen Carver, Nicolock Regional Sales Manager inspected my driveway along with Jeff D**** (also Nicolock), as well as my contractor Fatima from First Choice Masonry.
  At that time there were over 200+ specific pavers in question, all marked with blue painters tape not the 40-50 stated. Both of Nicolock's representatives witnessed and acknowledged there were problems.
  That is further confirmed by Nicolock taking 10 samples of different size pavers from the extra materials that I had onsite with them so they could be analyzed by the plant that manufactured them in Frederick Maryland.
  To date Nicolock has still not provided either my contractor or myself with the results. They are intentionally denying any responsibility for their manufacturing defect.
  
  I am extending an invitation to Mr. Nino N****** to come and inspect my driveway himself.
  The pavers should not be crumbling and cracking like this. They are brand new and were only installed in May 2022.
  
  I welcome Nicolock to reinspect the driveway for yet a third time in September as they have stated.
  Additionally, I would like a written response regarding the analysis of the pavers they took off site on July 12, 2022. 
  
  I will not accept as a settlement a partial replacement of select pavers. All of the pavers were manufactured at the same plant and came from the same lot.
  All of the pavers are defective and I am holding Nicolock accountable to honor the terms of their warranty.
  
  
  Regards,
  
  ****** ******** 

  Customer response

  09/05/2022

  
  Complaint: ********
  
  
  I am rejecting the response from Nicolock because it is inaccurate and quite frankly untrue.
  On July 12, 2022 Allen Carver, Nicolock Regional Sales Manager inspected my driveway along with Jeff D**** (also Nicolock), as well as my contractor Fatima from First Choice Masonry.
  At that time there were over 200+ specific pavers in question, all marked with blue painters tape not the 40-50 stated. Both of Nicolock's representatives witnessed and acknowledged there were problems.
  That is further confirmed by Nicolock taking 10 samples of different size pavers from the extra materials that I had onsite with them so they could be analyzed by the plant that manufactured them in Frederick Maryland.
  To date Nicolock has still not provided either my contractor or myself with the results. They are intentionally denying any responsibility for their manufacturing defect.
  
  I am extending an invitation to Mr. Nino N****** to come and inspect my driveway himself.
  The pavers should not be crumbling and cracking like this. They are brand new and were only installed in May 2022.
  
  I welcome Nicolock to reinspect the driveway for yet a third time in September as they have stated.
  Additionally, I would like a written response regarding the analysis of the pavers they took off site on July 12, 2022. 
  
  I will not accept as a settlement a partial replacement of select pavers. All of the pavers were manufactured at the same plant and came from the same lot.
  All of the pavers are defective and I am holding Nicolock accountable to honor the terms of their warranty.
  
  
  Regards,
  
  ****** ******** 

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