September 29, 2016Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752Complaint ID: [redacted]
Attention: [redacted], Dispute Resolution Specialist
Dear Ms. [redacted],
First let me say how sorry Bear Readymix Concrete is for the...
event that occurred on August 27, 2016. It is never our intention to have a disgruntled customer. That being said, let me try to unravel some of this confusion. After a thorough investigation on our end, these are the facts that we determined:1. The customer ordered two loads of concrete (COD $2077.00) our trucks are loaded by computer / certified scale to insure that the correct yardage is generated. The customers concrete finishers disputed the amount delivered and the customer became upset. He called our dispatch in an argumentative mood. Our dispatchers arc trained in customer relations and remained calm. This seemed to upset the customer even more, to the point that he threatened to come to our office and conduct a physical confrontation. He settled down and ordered another load and paid $1038.00. At that point the concrete, once loaded and paid for, became his.
2. After the truck arrived at the job it was obvious the customer had over-ordered due to lack of experience of his concrete finishers. We unloaded enough concrete to finish the customer's driveway. The customer wanted to take the truck to another location, which we agreed to. We explained that there was an $80.00 charge to move from one address to another. It's a demurrage charge required by Bear Readymix Concrete as well as other concrete vendors in San Antonio. This upset the customer even more to the point that it was he who initiated the physical confrontation by pushing and shoving our driver. It was our driver who called the police as he was afraid the confrontation would escalate.
3. The police arrived, assessed the situation and sent our truck back to the plant. The left over concrete was hot by that time and had to be discarded. 4. Conclusion: There is blame on both sides. However, this could have all been avoided had the customer's concrete finishers been more experienced. The customer's concrete that be over ordered was used to finish his driveway. The remaining concrete was unusable after too much time had elapsed and had to be environmentally discarded. We regret that this customer is upset. However, be should take ownership for his part of this unfortunate situation. He ordered and paid for a load of concrete, which was more than he needed, then wants to be reimbursed for that portion that he didn't use. There is a cost to Bear Readymix Concrete to produce, deliver, bring back and environmentally dispose of left over, unusable concrete. Therefore, we do not feel that any reimbursement is warranted.
Regards,
[redacted]General ManagerBear Readymix Concrete[redacted]San Antonio, TX [redacted]
September 29, 2016Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752Complaint ID: [redacted]
Attention: [redacted], Dispute Resolution Specialist
Dear Ms. [redacted],
First let me say how sorry Bear Readymix Concrete is for the...
event that occurred on August 27, 2016. It is never our intention to have a disgruntled customer. That being said, let me try to unravel some of this confusion. After a thorough investigation on our end, these are the facts that we determined:1. The customer ordered two loads of concrete (COD $2077.00) our trucks are loaded by computer / certified scale to insure that the correct yardage is generated. The customers concrete finishers disputed the amount delivered and the customer became upset. He called our dispatch in an argumentative mood. Our dispatchers arc trained in customer relations and remained calm. This seemed to upset the customer even more, to the point that he threatened to come to our office and conduct a physical confrontation. He settled down and ordered another load and paid $1038.00. At that point the concrete, once loaded and paid for, became his.
2. After the truck arrived at the job it was obvious the customer had over-ordered due to lack of experience of his concrete finishers. We unloaded enough concrete to finish the customer's driveway. The customer wanted to take the truck to another location, which we agreed to. We explained that there was an $80.00 charge to move from one address to another. It's a demurrage charge required by Bear Readymix Concrete as well as other concrete vendors in San Antonio. This upset the customer even more to the point that it was he who initiated the physical confrontation by pushing and shoving our driver. It was our driver who called the police as he was afraid the confrontation would escalate.
3. The police arrived, assessed the situation and sent our truck back to the plant. The left over concrete was hot by that time and had to be discarded. 4. Conclusion: There is blame on both sides. However, this could have all been avoided had the customer's concrete finishers been more experienced. The customer's concrete that be over ordered was used to finish his driveway. The remaining concrete was unusable after too much time had elapsed and had to be environmentally discarded. We regret that this customer is upset. However, be should take ownership for his part of this unfortunate situation. He ordered and paid for a load of concrete, which was more than he needed, then wants to be reimbursed for that portion that he didn't use. There is a cost to Bear Readymix Concrete to produce, deliver, bring back and environmentally dispose of left over, unusable concrete. Therefore, we do not feel that any reimbursement is warranted.
Regards,
[redacted]General ManagerBear Readymix Concrete[redacted]San Antonio, TX [redacted]