Kisser Stone and Garden, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Justin *** to whom it may concern Like it was from the begging *** ***s turn complete story around and take no fault in the matter and put it all on the customer First you didn't delivery on the first load as you said you placed order in the wrong basket Second your husband talked to my wife in a very unrespectful way and I was upset when I called back and would expect any husband to be in the same way You said my driveway wasn't asphalt explain how you know my driveway more than me Also even if we would just say I didn't say keep it off the asphalt but I did as that was the only task we wanted done you said it was put in the same location as the first load Please provide pictures of both as I have pictures of both but you said your driver had picture and want to see if you are telling the truth on that detail as I bet that was a lie over the phone as well There was no mention of how you spoke to my wife or me I agree I was heated and spoke out of turn in the moment As a business owner you didn't do what you said and didn't go out of your way to help the situation I did say I would be in contact with my card company and your exact response was you do what you have to do I also did write my reviews online as that is what I can do No mention that they emidiatly deleted my review What is a review if you only accept positive reviews Also I am not the only negative review left online I have done business with your company multiple times as I buy and sell houses and the last few times it has only gone down hill I Know I am prolly not a large client and only purchase less than per year but will be taking my business else where and wanted my reviews known so people could do the same At the least *** *** could admit they have lied multiple times now and every time I catch them lying they come up with something new Not a good way to run a business Small business run on word of mouth and if you don't know that by now I am sorry for you I have did exactly as I told you what I would do on the phone so you have my number and can contact me if you want to admit what you have done

I am writing in response to Mr***'s counter response to his complaint, ID # ***. We feel we have already address this matter in our first response to his initial complaint. The customer refused our offer to come to his residence and move the stone first thing the next morning following the delivery. If the customer would like to return the materials purchased from us (1.5" Rainbow), we would be happy to offer him a full refund

I spoke with Justin [redacted] on May 17 and took the order for his first 7 ton load of stone, 1.5” Rainbow,scheduled to be delivered on May 18. It is our company policy to take payment when the customerorders the material, unless other arrangements have been made. I asked which credit card he would...

beusing, and told the customer I would be entering the credit card information into our credit cardprocessing machine. The customer then gave me his credit card information which I entered, and told thecustomer I was processing it immediately while on the phone. After we receive credit card approval weroutinely ask the customer if they would like the receipt mailed or left with the delivery. For cyber securityreasons, we enter the card number directly into the credit card machine while on the phone so that we arenot responsible for storing any customer credit card information. I made the date change to the deliveryticket from Thursday to Friday, I do not remember the circumstances or the reason for the change. Wedid deliver this load on Friday, May 19.Mrs. [redacted]’s called on May 31 and ordered a second load of stone (5 ton), 1.5” Rainbow, that theywanted delivered that same day. Our employee took the order and was told we should dump in the 3rdgargage stall. He advised her that we would be able to make the same day delivery. He said there wasno mention of not dumping on the asphalt, just that we should dump in the same place as the first load -in driveway by 3rd garage stall. Our same delivery driver delivered both loads and says he dumped in thesame place as the first load - we can go by nothing but his word on this. Mrs. [redacted] called us at 4:45that day to tell us the stone was not dumped in the correct spot and was extremely rude, telling ouremployee that he was “too stupid to understand simple intructions”. She stated that they had mencoming the next day to seal their asphalt and that the stone needed to be moved asap. He ask howmuch stone was on the asphalt and if it was possible to just shovel it to the side, she then asked him if he“understood how a shovel works”. My husband then returned Mrs. [redacted]s call and did ask about thedriveway - he used Google Maps to get a street view of their home and asked her exactly where theconcrete and asphalt portions of the driveway where. We routinely use Google Maps for determiningdelivery charges and viewing dumping locations. He explained that we did not have any employees thatcould come to their home immediately to move the stone since we closed at 5pm but that we would sendemployees to their home first thing in the morning, between 7:15 and 7:30 before we open, to move thestone. Mr. [redacted] called my husband back about an hour later and was very unpleasant. We againoffered to come first thing in the morning and move the stone. Mr. [redacted] told my husband he did wantus at his house the next morning, if we could not come that evening and move the stone he did not wantus to come at all. In addition, he wanted us to come and pressure wash his driveway. He also told myhusband that he was going to call his credit card company and dispute the charges and was also going tosend us a bill for any cancellation fee he might have from the asphalt people. We have not heard fromhim since this but he has been on FaceBook, Google, etc. making derogitory remarks about hisexperience and our business. We responded to his Google review that same day and expressed howsorry we were that he is so unhappy with his experience but did not know what else to offer beyondoffering to move the stone for them, which they refused. They kept the stone, which was the correctproduct, and placed it in their landscaping. He has now contacted his credit card company and has hadthem chargeback the amount of $288.75 - so basically has given himself a refund. We do not feel a fullrefund is warranted.We are a small family business, that has been in business for the past 24 years. We feel we have qualityemployees and try to always go the extra mile for our customers. We are very sorry that the [redacted]’sare so dissatisfied with their experience at Kisser Stone & Garden.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] they never addressed multiple issues.  They never would give a time they would come.  Said they would come when they get to it.  Asphaul company was scheduled for am.  What about owning talking rudely to my wife and I.  [redacted] lying and saying my driveway was all concrete.  Then said his driver put it in same spot as the first load and had pictures to prove it.  Waiting to see pictures as I have pictures that say differently.  Have to pull the truth out of this business.  I have filed a claim with my credit card company and explained the entire situation.  They would not go through with the refund if they didn't think the business did anything wrong.  Waiting for all these issues to be addressed.  I did leave feedback on their social media account and instantly was taken down.  Nice how you only keep positive reviews.  That is why I went to the internet where you can't delete it and people can view the reviews.  [redacted] stated I have not been in contact with them.  This is true as I don't have anything to talk to them about and want all conversations recorded on here.  If they feel like they need to contact me they do have my phone number and can call me but don't see any need for that.  I will continue to reject response until all these issues are explained and the truth is told by [redacted].  If you can see they have not once expresses that they handled this wrong.  They just keep putting the issue back on the consumer.  You made multiple mistakes in the last two transactions explain these as I am waiting.  Have a great day.
Regards,
Justin [redacted]