Seven months of documented problems, repeated promises, and now complete silence…read moreWe spent approximately $70,000 with System Pavers on our backyard project, completed October 27, 2025. We specifically chose System Pavers because we believed we were paying a premium for professional installation, a reputable company, and most importantly, a company that would stand behind its work and warranty.
Unfortunately, our experience after completion has been incredibly disappointing.
We first contacted System Pavers on February 6, 2026, after cracks and separation began appearing in the pavers only a few months after completion. On February 24, someone came out and added more polymeric sand. That did not resolve the problem. The separation returned, and over time we began seeing additional movement, widening joints, uneven pavers, lifting, and issues with the planter/retaining-wall areas.
We contacted customer service on June 15. When the matter still wasn't resolved, we contacted them again on July 6.
An initial inspection by Jim Jackson left us feeling that our concerns were largely dismissed. A subsequent inspection was performed by Rich on July 8. During that visit, Rich acknowledged that there was some movement and discussed having a crew return within approximately a couple of weeks to recompact affected areas, address the polymeric sand, secure loose pavers, remove construction markings, and take care of other items we reviewed.
That crew never came.
I followed up with Rich repeatedly. On August 10 he apologized for the delay and asked for our address again. I provided it immediately. I followed up again August 17 with no response. On August 24 he finally replied, "I got you Rod, I'll get you set up. Sorry for the delay."
Nothing happened.
Meanwhile, the areas we originally complained about appear to be getting worse. We have extensively documented the conditions with photographs, a four-foot level, caliper measurements, and before/current photos showing open joints, vertical displacement between adjacent pavers, gaps at the retaining-wall and planter areas, and other workmanship concerns.
On September 24, we sent System Pavers a formal management escalation containing the entire timeline and a detailed photographic evidence package. We requested a response within three business days.
No response.
We subsequently resent the information and then sent a SECOND NOTICE on September 30 to both of System Pavers' customer-service/corporate contact addresses.
As of October 2, we have received no acknowledgment whatsoever.
What makes this particularly frustrating is that we aren't asking for anything unreasonable. We aren't demanding that System Pavers automatically agree with every concern. We are asking them to come out, properly evaluate what is happening, explain the cause, tell us what is covered, and follow through on the corrective work they already discussed with us.
Instead, we have spent approximately seven months chasing them.
One explanation given to us regarding the raised planter cap was that expanding or poor soil underneath might be responsible and potentially not covered under warranty. We have asked System Pavers to put that determination and its basis in writing and explain how that conclusion was reached. We still have no written response.
The most disappointing part is that the warranty and reputation were major reasons we selected System Pavers in the first place. Selling a premium project and advertising a warranty means very little if a homeowner has to spend months repeatedly emailing and texting just to get someone to address problems reported shortly after installation.
I have photographs, measurements, emails, text messages, and a complete dated timeline supporting everything described above.
Based on our experience to date, I cannot recommend System Pavers.
I sincerely hope someone at the company finally takes ownership of this situation and makes it right. If they do, I will absolutely update this review to reflect how the matter is ultimately handled. But as of October 2, after months of documented attempts to resolve this privately, we still don't even have a repair date or meaningful response from management.
