Customers of New Smyrna Beach paver company wonder if they will ever get their money back

As more complaints surface against Serene Pavers & Stonescapes, Inc., which abruptly closed its doors on Oct. 17, angry customers are wondering if they will ever get any of their money back.

Among them is the Errol by the Sea Condo Owners Association of New Smyrna Beach which put down a 50% deposit on a job − more than $22,000 − that was never completed.

An attorney for the association sent demand letters to the company and its registered agent, Coronado Law Group, according to an email from President Rob Wolf to association members.

The email states "it is unlikely" the association will see any of its deposit returned, but it is initiating a criminal complaint to the Volusia County Sheriff's Office about Serene and its owner, Eric Bartolozzi.

"Hopefully, he will see his day in court," Wolf wrote.

The business has been the subject of multiple complaints made to the area Better Business Bureau, law enforcement agencies, and attorneys, and left some customers wondering if rumors of the company filing for bankruptcy are true.

Second Serene Pavers location also closes its doors

Customers of a second Serene Pavers' property, located at 5347 S. Ridgewood Ave., Port Orange, where the business sold storage sheds are also upset.

Sandi Bailey of Port Orange said she is out a total of $5,800, money she borrowed to purchase the outbuilding and clear part of her property to make room for it. She paid Serene Pavers for the shed on June 14.

Bailey said she spent hours pulling weeds in the part of the yard where the shed was to go. "I've done all that for nothing," she said.

With her property taxes and insurance soon coming due and with a scheduled surgery that will keep her out of work for eight weeks, Bailey said she is still paying on the loan for the shed that never was.

"I'm upset about it," she said. "I haven't been able to sleep."

Hector Llamas, vice president of Superior Sheds of Orange City, which manufactures the buildings, said his company is also owed money from Serene Pavers and Bartolozzi, who he said "took us for probably more money than anyone else," declining to provide an amount.

When Bartolozzi stopped returning Superior Sheds' calls and changed his phone number, Llamas said his company researched orders for sheds through Serene Pavers and offered to help some of the first customers who he learned had been victimized.

However, the number of customers owed money has grown large enough to where Superior Sheds can no longer make such offers, he said.

Bartolozzi, now of Cody, Wyoming, according to his Facebook page, did not return messages requesting comment.

Why did the company close?

After closing, Serene Pavers posted a note on the front door.

"After 20 years in business, we are sad to announce we must shut our doors,” the note states. “Covid has taken a huge toll on us along with constantly struggling to get enough employees.”

Based on the business’s articles of incorporation, as filed with the Florida Department of State, Serene Pavers had only been open for 15 years. And the part about the coronavirus leaves one direct competitor skeptical.

“Even in the lockdown days, we thrived during that time,” said Ralph Perez, owner of Curb Appeal Hardscaping, LLC, of South Daytona. “All the homeowners were at home and what were they doing when they couldn’t go anywhere? Projects at their home.”

Perez said the industry was busy with calls for stone paver driveways, patios and summer kitchens, and because they worked outside, his crews were able to work.

BBB receiving complaints

The Better Business Bureau of Central Florida has posted one complaint about Serene Pavers taking deposits without completing work.

The customer reported paying a 50% deposit on Sept. 19.

"They failed to disclose they were or had filed for bankruptcy and had no intention of fulfilling said services. They will not answer phones or return text messages with any pertinent information," the complainant wrote.

Denise Gawel-Andersen, who's listed on the Serene Pavers website as office manager and identified on the business license filed with the state as secretary, responded on Oct. 6, before the business closed.

"The client has heard rumors that we are going bankrupt. He texted my personal phone after business hours while I was in the hospital. I did my best to respond, but he was not satisfied with the answer I was able to supply. Even after my answer he still texted and I was not in any condition to reply to his messages," she wrote, adding that the customer's job was not scheduled until January.

"Our company has not filed bankruptcy. We are currently in (negotiation) for new ownership," Gawel-Andersen wrote.

As of Wednesday night, neither Serene Pavers nor Bartolozzi had filed for bankruptcy, according to records. However, Bartolozzi previously sought Chapter 13 protection twice when he was living in Ohio, in 2004 and again in 2008, the same year he moved to New Smyrna Beach.

New complaints received

Erika Urdaneta, executive vice president for the Better Business Bureau of Central Florida, said her office has received other new complaints about Serene Pavers, but has not yet posted them on the BBB website, as those complaints have not been investigated fully.

“Once the complaint is closed, that would be posted on our website,” she said. “Here, definitely, is an unfortunate situation.”

Customers who might have paid their deposits on a credit card might be able to contact their creditor and see if the charges can be reversed, Urdaneta said. If the company files for bankruptcy, they might be able to collect money through that process.

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Customer Mary Lorch created a Facebook page, "Scammed by Serene Pavers and Eric Bartolozzi" for dissatisfied customers. It was up to 141 members as of Thursday morning.

Lorch of New Smyrna Beach documented how the business took her $11,000 in July, was told various reasons why her backyard job was held up, including delays in shipping the product to the supplier. She later found out Serene Pavers never paid the supplier, even as her chosen pavers had been available at least twice since July.

"Is nothing sacred anymore? Can we not rely on one another to do what we say we will do?  It makes me angry the more I think about it," Lorch said. "There is right and there is wrong," she continued. "Eric needs to be held accountable for leaving so many people out in the cold."

Correction: A previous version of this story mischaracterized the relationship between Serene Pavers & Stonescapes Inc., and Superior Sheds, referring to them as sister companies. They are separate entities.

This article originally appeared on The Daytona Beach News-Journal: More complaints against Serene Pavers & Stonescapes surface