Initial Business Response /* (1000, 10, 2016/01/27) */
Contact Name and Title: Superviser Juan Diego
Contact Phone: XXX XXXXXXX
To Whom it may Concern;
This is Castillo's Firewood Superviser [redacted]
Castillos Firewood has 17 years in business. Like very company or...
Businiess we have rules and complaint(s) limitation time. We also have the right to Refuse Customer service. Threw out our years like every business we have had small issues with some customers. That we resolve in timely manner. Within the same week of delivering our product.(Almonld Firewood) Now due to speacials or the season sometime we are completly booked for atleast 2weeks out. We inform the customers and work out with what is best for them. All customers are treated the same. All custmers recieve the same quailty of wood and receipts. On our receipts (That I will email and mail aswell). It states "The time limitation to call the company and file a complaint are within three (3) days of the delivery day. This is so the company can resolve the problem in a timely manner. (SAVE RECEIPT) If not called within the three days We will NOT Be Responsible for any problem." Its excatly what it says on the receipts all customer receive.
Mr. & Mrs. [redacted] recieved delivery on Saturday September 26, 2015 but did not call. They only email til Oct.5th, 2015 Nine (9) days later. Mrs.[redacted] called in the issue til Oct. 13th ,2015 17days later of delivery and 8days later of the email. Now going by our company rules (Stated on receipts) Castillos Firewood is no longer responsible. Although since our business is a business because of our customers. Castillos Firewoods made the exception to work with them by reimburse them the amount of $44.29 It did caught our attention that they claim the same issue last year and the previous year, But only asked to be reimburse.? We didnt want anymore issues sinces they kept calling and asking for the reimbursement Castillos Firewood agree to reimburse them Only the same amount of money they asked for last year. We have the copy of the receipts and the copy of the check aswell. Which they have received and cash already. By them cashing the check we take it as they are good with the amount reimburse to them.
If there is any question you can reach me at 209.394.8787
Thank you!
[redacted]
Castillos Firewood Superviser
Initial Consumer Rebuttal /* (3000, 14, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here are the dates that we tried to get this problem resolved.
9/25/15 - received 1.5 cords of wood - ordered and paid for 2 cords
10/5/15 - sent email and called to let them know we were shorted 1/2 cord of wood - sent measurements of wood - we were not able to stack the wood before that date, as we are seniors and needed to get help to stack the wood
10/7/15 - [redacted] said she had to talk with owner about how to resolve problem
10/13/15 - [redacted] will review with manager our concerns
10/16/15 - they requested that we send photos - [redacted], ofc manager, will review and get back to us
10/20/15 - no response - called - [redacted] said she would follow-up with [redacted]
10/23/15 - they called to say they would be out on Saturday AM, 24th to measure wood, then she called later that day to say they would not be in the area, so they would not be coming. We called and told them this needs to resolved ASAP as it was getting cold and we needed to start burning wood. [redacted], my husband, called and spoke with Carolina. He told her that the driver gave us the measurements of the wood in his truck when he delivered the wood. His measurements were 4/10th of a cord short - our measurements were 5/10th(1/2) short of a cord.[redacted] told [redacted] - we were not looking for a refund - we wanted to wood we paid for.
10/27/15 - left message to call back - need to get this resolved
10/29/15 - [redacted] told [redacted] - we need to get someone out to measure wood before we can start to burn - she was supposed to get back to us with a resolution
11/3/15 - [redacted] told us that they would be sending out a check for the shortage - no one will be coming to measure the wood
11/13/15 - [redacted] said the check was send out Thursday 11/12/15
11/20/15 - No check in the mail - called and spoke with Carolina who said that [redacted] was gone for the day and she would ask he the next day if the check went out
11/23/15 - left VM - still no check
12/1/15 - left VM - still no check
12/2/15 - left VM - no check
12/4/15 - left VM still no check
12/5/15 - received check for $44.29 - do not know where they got that figure as we told them what the calculations were for a 1/2 cord of wood $128.80 NOT 15.817% of a cord
12/10/15 - called to find out why they sent that amoung - Carolina said she would have to ask [redacted] on Monday , 12/14 - would have someone call us
12/16/15 - emailed them and called them to ask how they came up with the amount for the check of $44.29 - they said that is what we got last year for the shortage in wood. Last year we were shorted 1/4 cord, this year we were shorted 1/2 cord of wood.
1/26/16 - we did cash the check as it looked like we were not going to get the remainder of the amount due us. This was not to say that the issue was closed and that we were satisfied with the outcome.
Final Business Response /* (1000, 12, 2016/01/28) */
[redacted]Document Attached[redacted]
This are the two Receipts Castillos Firewood using. Now it is filled with My Name and [redacted] firewood address Do to we can not give customers information for pravicy reasons.
Thank you!
[redacted]
Initial Business Response /* (1000, 10, 2016/01/27) */
Contact Name and Title: Superviser Juan Diego
Contact Phone: XXX XXXXXXX
To Whom it may Concern;
This is Castillo's Firewood Superviser [redacted]
Castillos Firewood has 17 years in business. Like very company or...
Businiess we have rules and complaint(s) limitation time. We also have the right to Refuse Customer service. Threw out our years like every business we have had small issues with some customers. That we resolve in timely manner. Within the same week of delivering our product.(Almonld Firewood) Now due to speacials or the season sometime we are completly booked for atleast 2weeks out. We inform the customers and work out with what is best for them. All customers are treated the same. All custmers recieve the same quailty of wood and receipts. On our receipts (That I will email and mail aswell). It states "The time limitation to call the company and file a complaint are within three (3) days of the delivery day. This is so the company can resolve the problem in a timely manner. (SAVE RECEIPT) If not called within the three days We will NOT Be Responsible for any problem." Its excatly what it says on the receipts all customer receive.
Mr. & Mrs. [redacted] recieved delivery on Saturday September 26, 2015 but did not call. They only email til Oct.5th, 2015 Nine (9) days later. Mrs.[redacted] called in the issue til Oct. 13th ,2015 17days later of delivery and 8days later of the email. Now going by our company rules (Stated on receipts) Castillos Firewood is no longer responsible. Although since our business is a business because of our customers. Castillos Firewoods made the exception to work with them by reimburse them the amount of $44.29 It did caught our attention that they claim the same issue last year and the previous year, But only asked to be reimburse.? We didnt want anymore issues sinces they kept calling and asking for the reimbursement Castillos Firewood agree to reimburse them Only the same amount of money they asked for last year. We have the copy of the receipts and the copy of the check aswell. Which they have received and cash already. By them cashing the check we take it as they are good with the amount reimburse to them.
If there is any question you can reach me at 209.394.8787
Thank you!
[redacted]
Castillos Firewood Superviser
Initial Consumer Rebuttal /* (3000, 14, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here are the dates that we tried to get this problem resolved.
9/25/15 - received 1.5 cords of wood - ordered and paid for 2 cords
10/5/15 - sent email and called to let them know we were shorted 1/2 cord of wood - sent measurements of wood - we were not able to stack the wood before that date, as we are seniors and needed to get help to stack the wood
10/7/15 - [redacted] said she had to talk with owner about how to resolve problem
10/13/15 - [redacted] will review with manager our concerns
10/16/15 - they requested that we send photos - [redacted], ofc manager, will review and get back to us
10/20/15 - no response - called - [redacted] said she would follow-up with [redacted]
10/23/15 - they called to say they would be out on Saturday AM, 24th to measure wood, then she called later that day to say they would not be in the area, so they would not be coming. We called and told them this needs to resolved ASAP as it was getting cold and we needed to start burning wood. [redacted], my husband, called and spoke with Carolina. He told her that the driver gave us the measurements of the wood in his truck when he delivered the wood. His measurements were 4/10th of a cord short - our measurements were 5/10th(1/2) short of a cord.[redacted] told [redacted] - we were not looking for a refund - we wanted to wood we paid for.
10/27/15 - left message to call back - need to get this resolved
10/29/15 - [redacted] told [redacted] - we need to get someone out to measure wood before we can start to burn - she was supposed to get back to us with a resolution
11/3/15 - [redacted] told us that they would be sending out a check for the shortage - no one will be coming to measure the wood
11/13/15 - [redacted] said the check was send out Thursday 11/12/15
11/20/15 - No check in the mail - called and spoke with Carolina who said that [redacted] was gone for the day and she would ask he the next day if the check went out
11/23/15 - left VM - still no check
12/1/15 - left VM - still no check
12/2/15 - left VM - no check
12/4/15 - left VM still no check
12/5/15 - received check for $44.29 - do not know where they got that figure as we told them what the calculations were for a 1/2 cord of wood $128.80 NOT 15.817% of a cord
12/10/15 - called to find out why they sent that amoung - Carolina said she would have to ask [redacted] on Monday , 12/14 - would have someone call us
12/16/15 - emailed them and called them to ask how they came up with the amount for the check of $44.29 - they said that is what we got last year for the shortage in wood. Last year we were shorted 1/4 cord, this year we were shorted 1/2 cord of wood.
1/26/16 - we did cash the check as it looked like we were not going to get the remainder of the amount due us. This was not to say that the issue was closed and that we were satisfied with the outcome.
Final Business Response /* (1000, 12, 2016/01/28) */
[redacted]Document Attached[redacted]
This are the two Receipts Castillos Firewood using. Now it is filled with My Name and [redacted] firewood address Do to we can not give customers information for pravicy reasons.
Thank you!
[redacted]