Golden Oaks Landscaping

We have reviewed the complaint about our business that ws submitted on 6/14/2017, ID # [redacted]. We are presenting an explanation of our position in this matter.  We use a reputable mulching company called [redacted], located in Quakertown, PA.  We have tractor trailer loads...

continuously delivering throughout the Spring and Summer season to ensure fresh quality mulch.  Throughout the season we use around a thousand yards of mulch from this company.  We have not had a complaint about the quality of the mulch we use until this complaint.This customer has been a client since 2015.  We mulched their yard in June of 2015 and June of 2016, using mulch from our supplier, [redacted].  We did not receive a complaint or concern about the mulch until May of 2017, when Peter P[redacted]  was contacted by the customer.  She was concerned about the quality of the mulch we provided, due to finding mold in the mulch almost a year later (May 2017).  Peter explained to the customer that mulch breaks down over time and that factors out or ouf control can cause mold.  The customer was dissatisfied with Peter's response and wanted a refund and for someone to come out and look at the mulch.  The customer called a few times after the conversation with Peter.  The office manager and Tim both called the customer on the number that was given.  Both times messages were left for the customer.The refund that they are asking for included more services completed that just the mulch.  We cannot guarantee the sustainability of the mulch almost a year after the job was completed.  There are numerous environmental factors that are out of our control that can affect the quality of the mulch over time.Sincerely,Peter P[redacted]OwnerGolden Oaks Landscaping