Better Business Bureau for Driveway Complaints: How It Works

Why the Better Business Bureau for Driveway Complaints Matters

A new driveway is one of the biggest exterior investments you’ll make—often $4,000–$12,000 for an average two-car pad. If the job goes sideways, the dollars (and your patience) disappear fast. The Better Business Bureau for driveway complaints gives homeowners a free, structured way to resolve disputes without hiring a lawyer or airing everything on social media.

Below you’ll learn exactly how the BBB process works, what evidence you need, how long it takes, and the little-known tricks that triple your odds of getting paid for repairs.

How the BBB Complaint Process Works (Step-by-Step)

Think of the BBB as a neutral middle-man. It doesn’t “fine” contractors or revoke licenses; instead it pressures members to address issues so they keep that precious A+ rating. Here’s the flow:

Step 1: Check BBB Coverage First

• Go to bbb.org and enter your ZIP code plus the contractor’s exact business name.
• If the company is “BBB Accredited,” it has promised in writing to participate in the complaint process. That’s a green light for you.
• No BBB profile? You can still file; the bureau will forward the complaint by mail and email.

Step 2: File the Complaint Online

Click “File a Complaint” and choose “Consumer against Business.” You’ll be asked for:

• Your contact info (kept private from the public).
• Contractor’s legal business name, address, phone, website.
• A timeline of events (stick to 2,000 characters—bullet points help).
• Your desired resolution (refund, re-pour, seal-coat, cash for third-party repairs, etc.).

Pro tip: Attach photos, the signed contract, payment receipts, and any text messages in one PDF under 10 MB. The intake staff loves clean paperwork and will fast-track it.

Step 3: Company Response Window

Accredited contractors have 7 calendar days to reply; non-accredited get 14. They can:

1. Make things right to your satisfaction.
2. Offer a lesser settlement (you can accept or reject).
3. Refuse, but must explain why.

If they ignore the complaint, the BBB notes “No Response” on their public profile—an ugly red flag for future customers.

Step 4: Your Rebuttal & Optional Arbitration

You’ll see the company’s answer in your BBB dashboard. If you reject it, you can send one final rebuttal. At that point either side may request binding arbitration through the BBB’s free or low-fee program (rules vary by region).

Step 5: Case Closed & Public Record

Once both sides finish, the BBB marks the complaint:

• Resolved – you accepted the offer.
• Company made a reasonable effort – you declined, but the BBB feels the contractor tried.
• No resolution – stalemate or no response.

The wording and timeline are visible to anyone checking the company for the next three years—powerful leverage.

Evidence That Wins Driveway Complaints

Driveway disputes usually hinge on three issues: cracking, drainage, and unfinished work. Gather the right proof before you hit “submit.”

Photo & Video Checklist

• Wide shots of the entire driveway the day after pour.
• Close-ups of every crack wider than ⅛ inch with a ruler or coin for scale.
• Standing water 24 hours after rain (shows improper pitch).
• Expansion joints—there should be one every 8–12 ft; missing joints cause random cracks.
• Sidewalks or garage floors the crew damaged.

Written Records

• Signed contract with mix design (PSI), thickness (usually 4″ for cars, 6″ for RVs), and warranty length.
• Permit receipt—most cities require one. If the contractor skipped it, mention that; it’s a code violation.
• Check copies or credit-card statements showing deposits and final payment.
• Post-job emails or texts where you asked for repairs and they ghosted you.

Pro tip: Upload everything to Google Drive, create a shareable link, and paste it in the complaint box. The investigator can view full-resolution files without size limits.

Realistic Timeline & Success Rates

BBB data for 2023 show 74 % of accredited driveway contractors resolved complaints in the consumer’s favor (full or partial remedy) versus 42 % of non-accredited. Average elapsed time: 21 days accredited, 35 days non-accredited.

Week 1

File complaint, BBB forwards to company.

Week 2

Contractor responds. If they offer to cut a check or re-pour, you accept and schedule.

Week 3–4

If negotiations stall, you rebut or escalate to arbitration.

Week 5+

Arbitration hearing (phone or in person) and decision within 30 days. Awards are legally binding.

What Does the BBB Process Cost?

Filing is 100 % free for homeowners. Arbitration is also free in most regions, although you may split a $50–$100 administrative fee if you choose an in-person hearing with an outside arbitrator. Compare that to small-claims court ($75–$150 filing fee plus a day off work) and the BBB route is the cheapest dispute tool available.

When the BBB Can’t Help & What to Do Next

The BBB is persuasive, not punitive. It can’t:

• Force a contractor to pay if they simply refuse.
• Pull a license—that’s your state contractor board.
• Help after the statutory warranty expires (often 1–4 years depending on state).

If the BBB process fails, escalate:

1. File with your state contractor’s board (many have recovery funds up to $25 k).
2. Send a demand letter certified mail; 30 days later you can sue in small-claims.
3. Report to your credit-card issuer if you paid that way—you may still be within 540 days for a chargeback on future services not delivered.

Prevention: Picking a Driveway Pro the BBB Loves

Spend five minutes up-front and you’ll rarely need to file a complaint.

BBB Accredited = First Filter

Search “driveway contractors” on bbb.org, then tick “Accredited” and “A+ rating.” Require at least three recent references and jobs within 10 miles.

Read the Complaint History

Click “Complaints” tab. One “Issue Resolved” last year is normal; four “No Response” complaints is a pattern.

Verify Insurance & Bond

Ask for a current Certificate of Insurance showing at least $1 M liability and worker’s comp. Bond amount should meet or exceed your state minimum (often $10 k–$25 k).

Use Escrow-Style Payments

Never pay more than 30 % down. Tie the final 10 % to your satisfaction and a 30-day “no-defect” period. Put that schedule in the contract.

Frequently Asked Questions