Smiths Paving and Sealcoating

Great job compared to other experiences.

They do an Absolutely great job ,clean,they completed in the quoted time ,very knowledgeable.

Disappointing customer service. I called Smith’s paving last Fall for an estimate on sealing my driveway fully expecting I wouldn’t be accommodated until the following Spring/Summer. I was put on a waitlist and in the Spring, I received an estimate. I called in June to move forward and was told it would take about 2-3 weeks. 4 weeks went by and not a word, so I followed up only to find my work order had never been put through. Ok, mistakes happen no problem, the guy told me he would put my request in and expedite it. I inquired how long the expediting would take and was told about 2-3 weeks – not sure how that’s expediting when that’s what I was originally quoted, but ok sure. 3 weeks go by and again, didn’t hear a word. I called again and was told he would follow up with the team. Got a call the next day (on a Tuesday) and was told that it would be done that Thursday or Friday and I would get a call the night before. Wednesday night no call, no sealcoating on Thursday. Thursday night, no call, so yet again, I called Friday morning following up to be told it wouldn’t be happening and that it’s their busy time so he would put me on for next week.nnWhere I think Smith’s has failed in this instance is on a few points. First off, a customer doesn’t care to hear that this is your busy season when they’ve been waiting essentially a year to get this done. I could understand if I had called in the middle of summer expecting this to be done and they were working to accommodate fitting me in, but that wasn’t the case. Secondly, set a realistic expectation. I would have more respect if I was told they would get my driveway done by the end of the season but couldn’t commit to a date rather than telling me it would be 2-3 weeks, and then on Thursday or Friday and not following through. Lastly, when I called to cancel and take me off their list all I got was “ok” – not a we’re sorry, nothing. I get it, my job is small potatoes and in the grand scheme of their business and in contractor land they don’t really care about me or this job. I’m writing this in the hopes that maybe someone from Smith’s will read this and hopefully take note to improve the experience provided for future customers.

The crew was fast and thorough ... a very good job at a good price.