Ground Effects

In response to complaint made by [redacted] ***:Mr [redacted] ordered yards of UltraKote Black mulch from our office on 5/23/The directions were: He wanted the Express Blower Operator to start the job in the back of the home and move to the front, because he was unsure if he was ordering enough mulchHe wanted the circle area of the driveway done lastAlso, he did not want to pay the additional hose fee, so he wanted us to park in the drivewayWe do not usually park in the driveway, unless the customer is adamant it is okayIt was explained to Mr [redacted] that any directions should be given directly to the Operator while he is thereTo make sure when we called with the delivery, he was available to answer.Our policy is to call the customer when we are loading the truck to make sure they are home when we come, or to give us directions on where they want the product placed We did call, but made the mistake of placing the product before Mr*** called back, a half an hour laterBecause of this error on the part of our Operator, we did place the mulch in the front circle of the driveway.Mr [redacted] called the office and spoke to LisaShe felt at the time that we may not have made the error if Mr [redacted] had answered the phoneHe knew what time we were to arrive, because he had called the office earlier enquiring about delivery timeHe insisted on giving the directions to the Operator on what he wanted done, plus he wanted to be thereShe also felt that the Company had responsibility in the matter, so she only charge $for the service instead of the original amount of $Lisa also had the Owner of the Company call Mr [redacted] the same day the home was mulched, 5/31/They agreed that we would come back out and mulch the other areas that did not get done, at an additional cost of $This was to be done on 6/6/16.The Express Blower arrived on 6/6/16, at 4:pm pulled into the driveway at Mr [redacted] request, and mulched the additional areasyards were usedThe paperwork was issued to the office and the charge on Mr [redacted] credit card was madeHe called Mr [redacted] directly, claiming he was not told he would have to pay an additional cost, and he demanded his account be creditedLisa D [redacted] has worked for this company for years, and has never had a customer complaintWe have never been to court, (the threat from Mr***) and feel customer service is our number one priorityShe was sorry for the confusion, but did her best to make it rightWe sent the Express Blower back to the home and heavily discounted the serviceShe feels Mr [redacted] did not communicate well with the Company on what he needed, and manipulated the Company to receive the additional mulchThe Company did a $1,job for just $648.00, using a total of yardsMr***' desired settlement is for $for 'repairing his driveway that was damaged by the truck'Not once in his Customers Statement does he mention any damage done, nor does he mention that we did return and mulch new areas, nor does he mention that he did receive a call back when he expressed concerns, not only by Customer Service but by the Owner of the Company, nor does he mention that he had called the office many times starting on 4/22/inquiring about our services and talkingto Lisa each time

In response to complaint made by [redacted]:Mr. [redacted] ordered 11.25 yards of UltraKote Black mulch from our office on 5/23/16. The directions were: He wanted the Express Blower Operator to start the job in the back of the home and move to the front, because he was unsure if he...

was ordering enough mulch. He wanted the circle area of the driveway done last. Also, he did not want to pay the additional hose fee, so he wanted us to park in the driveway. We do not usually park in the driveway, unless the customer is adamant it is okay. It was explained to Mr. [redacted] that any directions should be given directly to the Operator while he is there. To make sure when we called with the delivery, he was available to answer.Our policy is to call the customer when we are loading the truck to make sure they are home when we come, or to give us directions on where they want the product placed.  We did call, but made the mistake of placing the product before Mr. [redacted] called back, a half an hour later. Because of this error on the part of our Operator, we did place the mulch in the front circle of the driveway.Mr. [redacted] called the office and spoke to Lisa. She felt at the time that we may not have made the error if Mr. [redacted] had answered the phone. He knew what time we were to arrive, because he had called the office earlier enquiring about delivery time. He insisted on giving the directions to the Operator on what he wanted done, plus he wanted to be there. She also felt that the Company had responsibility in the matter, so she only charge $300.00 for the service instead of the original amount of $659.34. Lisa also had the Owner of the Company call Mr. [redacted] the same day the home was mulched, 5/31/16. They agreed that we would come back out and mulch the other areas that did not get done, at an additional cost of $300.00. This was to be done on 6/6/16.The Express Blower arrived on 6/6/16, at 4:10 pm pulled into the driveway at Mr. [redacted] request, and mulched the additional areas. 12 yards were used. The paperwork was issued to the office and the charge on Mr. [redacted] credit card was made. He called Mr. [redacted] directly, claiming he was not told he would have to pay an additional cost, and he demanded his account be credited. Lisa D[redacted] has worked for this company for 13 years, and has never had a customer complaint. We have never been to court, (the threat from Mr. [redacted]) and feel customer service is our number one priority. She was sorry for the confusion, but did her best to make it right. We sent the Express Blower back to the home and heavily discounted the service. She feels Mr. [redacted] did not communicate well with the Company on what he needed, and manipulated the Company to receive the additional mulch. The Company did a $1,119.80 job for just $648.00, using a total of 24 yards. Mr. [redacted]' desired settlement is for $300.00 for 'repairing his driveway that was damaged by the truck'. Not once in his Customers Statement does he mention any damage done, nor does he mention that we did return and mulch new areas, nor does he mention that he did receive a call back when he expressed concerns, not only by Customer Service but by the Owner of the Company, nor does he mention that he had called the office many times starting on 4/22/16. inquiring about our services and talkingto Lisa each time.