I was called by Mrs [redacted] the day of the accident and made aware of the damage, because I was in Newark at the time I immediately called the manager of the Delaware Store Travis H [redacted] who immediately went to the residence where the damage was causedMrs [redacted] 's primary focus was to get the panels repaired temporarily so as her children would be safe playing in the yardTravis went back to the Delaware Store gathered the necessary supplies and performed a temporary fix on the fence to Mrs [redacted] s satisfactionI also immediately called a Contractor and scheduled him to the property to inspect the damage and assess the necessary repairs[redacted] the hired contractor went to the property assessed the damage and researched the closest fence type that was like the existing fence that was on Mrs [redacted] s PropertyThe difficult situation was the age of the fence coupled with the style type, Mr [redacted] found the resembled style type and performed an estimate for all necessary repairsI called Mrs [redacted] and she indicated she wanted all the primary fence repaired even the fencing that had damage prior to the accident, she also wanted her guy to estimate the damageI agreed, after several weeks Mrs [redacted] , called and said she wanted her contractor to do the workI asked for an estimate for repairs and was told that his estimate was more than double , I then asked for a copy of the estimate after more than ten days and a request from her Insurance Agent she provided a generic repair quote than indicated replace fence and post and an amountIt was clear to us that this estimate was not an estimate that any legitimate bus***s would pay from, I questioned the estimate and let Mrs [redacted] know that we would be willing to pay the amount in the first estimate which was detailed and showed pictures of the replacement fencing panels and gates.We at Ohio Mulch are wanting to be fair about this repair and had we agreed with the repair the contractor would have completed the necessary repairs and restored the fence to better than it's existing condition however, Mrs [redacted] has held firm that she wanted the entire fence replaced even the fencing that was unaffected in the accidentIn Closing I have made sure that the driver was sited by the police at our store location coupled with removing him from his driving duties with our companyWe are truly sorry for what has happened and have been diligent in our efforts to expeditiously resolve this issue
[redacted] , as per our conversation this morning at am, I just returned last night and am aware of your concern regarding the color fade on the Prestige [redacted] I have spoken Carrie our account manager at our corporate level and provided the purchase information regarding the saleCarrie, will process the refund to a gift card and expedite to your [redacted] [redacted] We are truly sorry about the frustration , through our discovery process pertaining to the shredded Presitge product we have found that do to an extremely wet spring the moisture content has affected the drying of the food grade colorant thus creating premature fadingWe at Ohio mulch truly appreciate your business and apologize once again for any frustration this process may have causedRespectfully, Ronald T F [redacted] ***
Thank you for making us aware of the recent Revdex.com complaint filed by Mr [redacted] While we understand Mr [redacted] ’s frustration with the process and the fact he feels there has not been adequate communication on occasion, there are some issues regarding the claimed damage such that more than one estimate was needed While Ohio Mulch does dispute the perceived lack of communication, we understand that some consumers want a more direct line of communication and more information Therefore, I have asked my general counsel to be the point person for Mr [redacted] , and she has been in contact with him on multiple occasions to answer any questions and to provide him with updates Ohio Mulch is also taking steps to further expedite the processFor example, on June 18, we directed another contractor to contact Mr [redacted] to evaluate the damageThis evaluation was conducted the following day, and the contractor verbally provided some of his findings to Mr [redacted] Mr [redacted] subsequently obtained and submitted a second estimate to my general counsel on June 23, This second estimate was promptly evaluated and a telephone conversation conducted with Mr [redacted] to advise him of the next stepFinally, the insurance company for Ohio Mulch has been apprised of the need to prioritize this claim on their end In short, concrete steps have been taken prior to, and since, the Revdex.com complaint on what turns out to be a complicated damage pictureOhio Mulch is committed to resolving all legitimate consumer complaints, and anticipates Mr [redacted] ’s complaint will be handled expeditiously now that additional information has been provided by himWe look forward to working with this very nice gentleman
I am rejecting this response because:Hi Ron,I’m glad to hear that you have a process for dealing with this type of situation Why didn’t your driver follow this process? Please, let me break down the timeline for you so that you can see how your company’s process was followed, until I, the customer, apparently deviated All of this information is saved in my call logs and photos which I’m happy to share with you 5/5/17· 2:58PM: David called to let me know he was on his way to deliver the gravel· 3:30PM: David arrived in your trucko Notes:§ He had some unknown woman with him (girlfriend/sister?) that he spent a good amount of time cursing at (have pictures of her climbing in and out of your truck)§ Truck had no license plates· Tow truck operator noticed this (it’s in the pictures)o David used the driveway and positioned the truck for the dump§ Dump bed wouldn’t lift· I believe David called someone at the office about this· I had to climb into the back of your dump truck and help move the gravel by hand· 4:20PM: Finally got enough gravel moved that your dump bed would work Rest of the gravel was dumpedo Gravel was dumped just off the driveo The pile did not obstruct the drive (have photos)o The truck did not leave the driveway to drop the gravel· 4:22PM: David started to leave, misjudged the corner that he had taken to get in, and got half the truck off the driveo The drive is not narrow (12-15ft wide)o The corner he drove off is not a sharp cornero There is plenty of room for him to have pulled forward and make sure he could back around the corner.§ Because of him misjudging the corner he ended up with the gravel pile between the front and back wheels on the right side of the truck, right up against the gas tank.· This is why he had to be pulled sideways by the tow truck and not straight out, otherwise we’d be talking about the cost cleaning up a diesel spill· 4:37PM: My neighbor made an attempt to help pull your truck out with a tractoro Tractor was too small to move the trucko This is where you stated that you instructed David to call another of your trucks to pull him out§ David called someone, either the office as you instructed him, or a towing company Said they were closed and he wasn’t getting an answer· He did not know how to proceed· No mention was made of having another one of your trucks come to help· 5:00PM: I called [redacted] Dispatch because when I searched for a tow company, they were close and listed as available hours a day· 5:36PM: David provided me with your phone number via text messageo Made no mention that I should call you regarding an estimate for the tow before the work was done, just to follow up with you afterward§ If he had said this was the process, I would have gladly done as he asked· 5:52PM: [redacted] called to let us know that the tow truck had been diverted to an accident on I-and would be delayed.· 7:00PM: Tow truck arrivedo Informed me and David that payment was required at time of serviceo David had no way to pay and made no mention of getting a quote for the tow before the driver proceeded to work§ I agreed to pay the drivero The tow driver took lots of pictures of the position of your truck before beginning his work.· 8:37PM: Tow truck completed the work of pulling out your truck and took add’l photos· 8:45PM: Finished the paperwork with the tow truck driver.o Paid the billo David and the woman left in your truck· 11:03PM: I received the email with the invoice from [redacted] and forwarded the information to youYou’ve stated in more than one of your responses that you wanted him to let you know there was a problem with getting another truck to help He was stuck for nearly hours before the tow truck driver arrived Why didn’t he let you know that he wasn’t able to reach the office as you instructed and get another truck out to help? Why didn’t he communicate to me that another truck would come help him? Why didn’t he tell me that you wanted an estimate of the tow? Do you expect customers to know your process?As I said before, I have no frame of reference for the cost of towing a dump truck sideways out of a hole the driver put it in You’re company does this work every day Your employees should know your process and communicate it to customers when this type of issue occurs I wasn’t bullying David or the woman with him and I wasn’t in a rush to get them on their way I was trying to help.I’ve provided you with pictures of the drive It’s not narrow as you say David told you I’ve offered to have you come out and see for yourself I’ve not moved the gravel that was delivered The holes from your truck are still there.David, an Ohio Mulch employee and the onsite representative of your company, gave me no indication that there was an alternative for helping to tow him out, made no mention that you wanted an estimate of the tow, and did not ask me to call you before the tow truck arrived He had hours to communicate that to me while we waited for the tow truck As I said, I paid in good faith to have your truck towed Please explain again where your this series of events deviated from Ohio Mulch process:· Is it your process for your trucks to not have license plates?· Is it your process for your drivers to show up with their girlfriends riding along?· Is it your process to have customers climb into the dump bed of your trucks to move gravel by hand?· Is it your process for your drivers to not call you back when you’ve instructed them to do so?· Is it your process to tell customers you want an estimate of the cost of a tow truck after they’ve paid for the tow? I’m willing to forget the cost of the stone that was lost underneath your truck I can try to recover that with a shovel I’ve already had to move it by hand once just to get it out of your truck You need to cover the cost of the tow truck Regards, [redacted] ***
we will agree to disagree on this Ron You opened a claim with your insurance company, that is interesting because I never heard from them until I contacted them myself, and even then only heard from them once, so yes I opened a complaint against them also I have not received any payment from your insurance company as of this moment, although two days ago I was told it should be in the mailwe will see and I will follow up then, but until that payment is received I cannot consider this matter closed You absolutely have NOT returned my phone calls, and if you made a claim as you said you did with your own insurance and they still never contacted me before I made the claim myself as you just statedwell that is even worse than I thought I will follow up in a few days or once the settlement from your insurance company is received
Revdex.com: I reviewed the response made by the business in reference to complaint [redacted] , and find the resolution is satisfactory to me Regards, [redacted]
Mr [redacted] , I am very sorry for your frustration with your online purchase experience, we work very hard in an effort to streamline the ordering system so as to make it as simplistic as possible thus assuring a positive buying experienceIn the event we may have a refund type situation the store that was to have made the delivery will process a return for the purchase through our [redacted] partner that facilitates all of the electronic credit card postings, at this time the Stone division will get with Ron F [redacted] who will validate the return and the credit card will be refundedIt is important to understand that at no time will anyone at Ohio Mulch know the credit card information, once we approve the refund the [redacted] processor controls the transaction the only credit card that can be refunded is the card that was utilized for the purchase.We have reached out to the [redacted] Partners during this question that was initiated when you failed to get your return, the delay stemmed from the research on the end of the electronic company this process is put in place to assure complete customer confidentiality during this time line our staff is unaware of any details pertaining to this transaction which puts both our customers and Ohio Mulch in a bad positionWe truly apologize for the frustration and delay in response but we want to be positive that we give you accurate information, our office manager will assure the proper processing through [redacted] and report to you on MondayI would like to clarify one valid point brought up on Mr [redacted] behalf, which was why it took the District Manager to intercede on any return, this process was put in place to streamline the over locations from having an internal issues with deliveries whether it stem from people processed or equipment therefore if a single person is involved he can identify trends and step in to assure someone else does not fall into the same frustrating situationsRespectfully, Ron F*Director of Retail SalesOhio Mulch Supply Inc
I write today to respond to the response notification that I received from your office dated 7/15/2015.At this point, I can only say that I am far from satisfied that we have any kind of resolution on this matterFirst of all, it has been days and counting since this incident occurred and I am still without my property/trailerSecondly, I do not feel that Ohio Mulch has been honest with me in dealing with this situation nor have they kept me posted on what and when they were doing to resolve as I had requestedMy wife and I have had to call on many occasions to check on the status to either get to talk to MrRon F [redacted] or get voicemailIn either case, the conversations were left with Ron having an action item to find out the status and get right back to usIn any case, we are always the ones to have to call week after week to still wind up getting no real statusOriginally (week 1) Ron said that the trailer was taken to [redacted] Trailer and an axle was on order and would take about day to get in and then it would be a quick fix to get everything doneAbout the third week of June, I was still not able to get any kind of real updates from Ron, so I decided to call [redacted] myselfI spoke to the service manager there and he said that he inspected the trailer the week following the incident and told Ohio Mulch that they would not attempt to repair and considered it a total loss! As you can imagine, I was once again more upset that all the while I was told my trailer was in good hands and should be back to me by the end of June and still I needed to find out the next stepsFinally, I was able to get to the Owner of Ohio Mulch, MrJim W [redacted] and he had then agreed that the trailer could not be repaired and he was taking Ron off of this issue and would be handling this directly and was going to find a comparable used trailer and get back to meThis has not taken place and now according to the response, they now want to go down the repair path and their "own" fabricator is making the repairsNow I don't know about anyone reviewing this case, but would you want to go down the road with this trailer that had been compromised in a way that people condemned this to be totaled? I am the original owner and I hold the title and for me to ever sell it, I would need to disclose the fact that it was deemed to be a total lossThis is not an expensive trailer and If I were a reputable business owner and a member of the Revdex.com, I cannot imagine not making things right with a long time customerI have gotten a few estimates to replace this trailer and I would like Ohio Mulch to step up and pay for a new replacement to settle this issueI will be glad to sign the title over to Ohio Mulch so they can sell it to someone that would not be concerned of the damage to it if we could come to a fair settlement.As to some of the other items in the response, to set the record straight:How it happened:I ordered and paid for the mulch, I went out to the lot to have it loaded(I have purchased a pallet at a time every time I have gone here over the past years or so) They have always loaded by hand and distributing the bags about the trailer deck for an even loadI have never had an issue with this mannerHowever, the gentlemen that were to load me up recommended that they could just "tilt" the pallet onto the deck and load it that wayMy trailer has steel side rails, so there is no way to set the pallet on flat and back out the forkliftI told the guys I have never had a pallet "tilted" on my trailer before and would not recommend this, but they insisted they do this all of the time "no problem"I gave the okay, but only if this manor was safe and would not cause damage to my trailerThey both insisted that they do it all of the time and without any problemObviously this was a problemEven the manager in the store mentioned that they do it this way often without incidentIt would be hard to believe I am the first victim
Ohio Mulch Supply Incperformed a gravel delivery for Mr [redacted] at his residence in [redacted] ***Once the driver arrived at the property he notice that the entrance area was narrow as the property was unfinished do to it being developedMr [redacted] assured the driver he had the ample spacing necessary to make the delivery The driver attempted to make the drop but in doing so wheels on the rear of the dump truck became stuck in the soft area do to the tight spacing .The Driver once stuck called me and I indicated that since he was only slightly stuck to call the store and have our other truck at the store bring out our chain and pull him outAfter not hearing again from him I anticipated he was positioned out by our other delivery truckThe next morning I spoke to Mr [redacted] who indicated he paid $ dollars for a tow bill, I told Mr [redacted] that seemed very high do to the rear wheels just being off the area also I was concerned about not being called to approve such a high amount especially with us having our own wrecker that could have made the towAt that point I called the driver to see what had transpired he said the owner called and approved the tow, when I told him the amount he said that is was way higher than the bill the tow driver told him he gave Mr***I have waited for Mr [redacted] to call me back so we could further discuss my concerns and have yet to hear from him until this complaint.in closing I am concerned as to why Ohio Mulch did not authorize an estimate for services to there vehicle prior to the charge and why the bill in question was excessive for the job performedIf Ohio Mulch was involved with the estimate approval this service would have been declined and our service vehicle would have responded to rectify this situation
I am am truly sorry for the frustration and time it has taken to resolve this issue pertaining to your delivery. I had spoken to the contact for the online refund as well as gift card reimbursement and there was some confusion with the way the order was processed with a multi delivery charge that... prolonged the crediting to your account coupled with the gift card reimbursement .I have spoken to Mrs. [redacted] in our office who has expedited both the refund and the gift card process which will be completed by the end of business today . We at Ohio Mulch work very hard to assure our customers have a positive expierence and appreciate your working with us during this hectic time of season .
*** ***, I first want to apologize for the frustration with your delivery, I have spoken to Matt our manager at the *** location and informed him that this concern should have never escalated to this levelin the event the customer has a dispute with the delivery location of there
order he should assist them with a refund of there deliveryI would like to expedite your request therefore, please forward to me the receipt number of your purchase and the last four digits of the credit card which was used for the purchase so we can refund the delivery for your order. Thank You for your business . Ron F*Director of Retail SalesOhio mulch Supply inc
This complaint stems form a purchase that was initiated at our Industrial Park Location on May 23rd The customer purchased bags { Pallet } of 413-S Hardwood Mulch The customer requested the pallet be loaded into his trailer, as the forklift operator approached the trailer he
cautioned the customer of the weight of the pallet which may exceed the trailer capacityThe customer indicated he has hauled on his trailer before and it would be fine.As the forklift approached the trailer he indicated to the customer that the height of this pallet was too tall and needed laid over or stacked , they agreed to lay the pallet on its side, during this process the trailers center axle and cross members bowed downThe customer was upset so we re stacked the the mulch back on the pallet and provided a customer a full return for $ for the mulch that he purchased earlier, we then pulled his trailer in our building for the District Manager of Ohio Mulch to reviewOn the following day Ron F* spoke to the owner of the trailer that insisted his trailer be fixed or replaced, I indicated that do to the fact that he was at the trailer site when the damage occurred even after he was cautioned prior to the loading of mulch yet still allowed the loading process to transpire he had an obligation for the condition of his trailer.Later that day the owners wife called Ron F* District Manager for Ohio Mulch on the phone and was upset about the mulch and trailerI brought her up to speed with what had transpired and she indicated her health was very bad and had small children at home to care for and her husband was working hours a week to pay the billsShe asked if we could bring her mulch to the house do to her illness so as to give her peace of mind I agreed so the product was delivered to her house the following afternoon during the unload process of the mulch the customer asked if we could hand carry the bags around the property and put them into the appropriate flower beds, we complied all of the product and delivery and hand placed mulch was completed at No Charge !Throughout this process we had picked up the trailer and transported it to a well respected trailer company located on State Route known as Rock's Trailer, they indicated that the services they provide do not include this type of axle replacementSo we returned the trailer to our own fabrication facility located at Universal Road Columbus Ohio were our + year fabricator repaired the structure of the trailer to better than factory specsWe at that time ordered an axle from Rock's Trailer where do to the quality level of the trailer which created a challenge locating the correct axle assembly thus extending the required time.Mrs***, we at Ohio Mulch have went well beyond the level of being a great retailer to assure complete customer satisfaction Please note that Ohio Mulch Supply Inchas first refunded all of the customers money for the product coupled with delivering free product and placing it on the property and finally upon review of the attached photos reinforcing the fabrication procedure of this trailer being excluding the instillation of the axle ordered from Rock's Trailer. In Closing, Ohio Mulch has been trying to procure a replacement trailer but have had no luck finding the same year and model in or better condition than the original oneOhio Mulch will return the trailer in better condition than it's current condition prior to the damage, we are on hold waiting on a new replacement part After the receipt of this part it will take approximately hours to complete and at that time we will immediately return the trailer to its owner, and all at no charge. Thank You for your time and if there are any additional questions or concerns please do not hesitate to contact me at 614-774-0992Respectfully,Ron F*Director of Retail SalesOhio Mulch Supply inc
I am rejecting this response because:The pricing plus the promo code that that I entered stimulated my decision to purchase the mulchI guess your company does not want to honor the price and transaction that I have a receipt forVery unfortunate
Regards,
*** ***
Ron, first of all, you have my number, and have had ample time to return my phone calls, why wont you call me back? I would much rather speak to you in person but you haven't given me the respect of return phone calls. I truly wish all of this could have been avoided. Secondly, what damage prior to the accident are you referring to? The fence was fine before the accident, and there are far more than just panels damaged as you have stated, but you wouldn't know that because you haven't actually come out to see it. the temporary solution you provided is barely holding together weeks after the accident. I did not hear from you after your contractor, *** came out, I never saw his estimate and in fact all I heard from him was that you would not be replacing the posts of the fence. When you asked me for a copy of the estimate from the contractor I wanted to work with, I sent it the next day. You and I spoke via my agent, and I sent you the estimate the next dayso that is NOT the days you mentioned before, I still have never seen the estimate from your contractor so how would I know what he said needed done. Its like you and your contractor decided what work should be done on my home without including me in the full conversation, THAT is why I said I wanted my own contractor. I never heard you question my estimate because againYOU NEVER CALLED ME BACK. As far as I am concerned, the ENTIRE FENCE is damaged because before the accident my fence was safe, functional and matched, and now you want to glue pieces together and replace two panels? Honestly Ron, I have no idea what you want to do because you have not discussed it with me. SO please, please take this as your chance to call me and discuss this with meI would like to resolve this, but you hiding from my phone calls, emails and texts I have no idea what that is going to accomplish and if you say that ohio mulch wants to be fair about the repair, begin with returning phone calls to discuss this. I think we both feel like this should be fair, so please, call me back, and come see the damage in person to discuss how we can come to a resolution. Are you willing to do that basic thing and start over in this recovery?
Revdex.com called Ron F* to follow up on this complaintHe said the trailer had inadvertently been returned to the consumer's neighbor because they share a driveway and their mailboxes are across the streetThe company moved the trailer to consumer's homeHe wanted a bulb replaced in the taillight and they bought one and did that as wellHe has had it for a week
With all do respect our conversations were in depth and initiated from a short period after the incident, our response to temporarily repair the fence was immediate and our follow through with contract labor was timely It was our multiple phone conversations that made this difficult situation move forwardI spoke to you on multiple occasions and on your initiation I spoke to your Insurance agent or times coupled with our Insurance Company to whom I opened a claim with immediatelyThe difficulty stemmed from a lack of a reasonable approach on the necessary repairsOur Insurance Company even had difficulty assessing the damage before you turned in a complaint on this large agency tying to perform there due diligence.We at Ohio Mulch strive to care for our customers and work hard toward a positive outcome although it can only be achieved if all parties are reasonable in there focus and approachWe at Ohio Mulch confirmed that our Insurance agency has settled this claim within the parameters that proved acceptable for this incident.Thank You
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meAttached is a screenshot of my credit card with the mulch purchase.The last digits of my credit card is * ***Thank you for your attention to this matter
Regards,
*** ***
I am very sorry for your frustration however, I must go back to the pricing that stimulated your decision to purchase our product and that was $a bag and a discounted rate for delivery of only $we will honor that valued pricing
I was called by Mrs [redacted] the day of the accident and made aware of the damage, because I was in Newark at the time I immediately called the manager of the Delaware Store Travis H [redacted] who immediately went to the residence where the damage was causedMrs [redacted] 's primary focus was to get the panels repaired temporarily so as her children would be safe playing in the yardTravis went back to the Delaware Store gathered the necessary supplies and performed a temporary fix on the fence to Mrs [redacted] s satisfactionI also immediately called a Contractor and scheduled him to the property to inspect the damage and assess the necessary repairs[redacted] the hired contractor went to the property assessed the damage and researched the closest fence type that was like the existing fence that was on Mrs [redacted] s PropertyThe difficult situation was the age of the fence coupled with the style type, Mr [redacted] found the resembled style type and performed an estimate for all necessary repairsI called Mrs [redacted] and she indicated she wanted all the primary fence repaired even the fencing that had damage prior to the accident, she also wanted her guy to estimate the damageI agreed, after several weeks Mrs [redacted] , called and said she wanted her contractor to do the workI asked for an estimate for repairs and was told that his estimate was more than double , I then asked for a copy of the estimate after more than ten days and a request from her Insurance Agent she provided a generic repair quote than indicated replace fence and post and an amountIt was clear to us that this estimate was not an estimate that any legitimate bus***s would pay from, I questioned the estimate and let Mrs [redacted] know that we would be willing to pay the amount in the first estimate which was detailed and showed pictures of the replacement fencing panels and gates.We at Ohio Mulch are wanting to be fair about this repair and had we agreed with the repair the contractor would have completed the necessary repairs and restored the fence to better than it's existing condition however, Mrs [redacted] has held firm that she wanted the entire fence replaced even the fencing that was unaffected in the accidentIn Closing I have made sure that the driver was sited by the police at our store location coupled with removing him from his driving duties with our companyWe are truly sorry for what has happened and have been diligent in our efforts to expeditiously resolve this issue
[redacted] , as per our conversation this morning at am, I just returned last night and am aware of your concern regarding the color fade on the Prestige [redacted] I have spoken Carrie our account manager at our corporate level and provided the purchase information regarding the saleCarrie, will process the refund to a gift card and expedite to your [redacted] [redacted] We are truly sorry about the frustration , through our discovery process pertaining to the shredded Presitge product we have found that do to an extremely wet spring the moisture content has affected the drying of the food grade colorant thus creating premature fadingWe at Ohio mulch truly appreciate your business and apologize once again for any frustration this process may have causedRespectfully, Ronald T F [redacted] ***
Thank you for making us aware of the recent Revdex.com complaint filed by Mr [redacted] While we understand Mr [redacted] ’s frustration with the process and the fact he feels there has not been adequate communication on occasion, there are some issues regarding the claimed damage such that more than one estimate was needed While Ohio Mulch does dispute the perceived lack of communication, we understand that some consumers want a more direct line of communication and more information Therefore, I have asked my general counsel to be the point person for Mr [redacted] , and she has been in contact with him on multiple occasions to answer any questions and to provide him with updates Ohio Mulch is also taking steps to further expedite the processFor example, on June 18, we directed another contractor to contact Mr [redacted] to evaluate the damageThis evaluation was conducted the following day, and the contractor verbally provided some of his findings to Mr [redacted] Mr [redacted] subsequently obtained and submitted a second estimate to my general counsel on June 23, This second estimate was promptly evaluated and a telephone conversation conducted with Mr [redacted] to advise him of the next stepFinally, the insurance company for Ohio Mulch has been apprised of the need to prioritize this claim on their end In short, concrete steps have been taken prior to, and since, the Revdex.com complaint on what turns out to be a complicated damage pictureOhio Mulch is committed to resolving all legitimate consumer complaints, and anticipates Mr [redacted] ’s complaint will be handled expeditiously now that additional information has been provided by himWe look forward to working with this very nice gentleman
I am rejecting this response because:Hi Ron,I’m glad to hear that you have a process for dealing with this type of situation Why didn’t your driver follow this process? Please, let me break down the timeline for you so that you can see how your company’s process was followed, until I, the customer, apparently deviated All of this information is saved in my call logs and photos which I’m happy to share with you 5/5/17· 2:58PM: David called to let me know he was on his way to deliver the gravel· 3:30PM: David arrived in your trucko Notes:§ He had some unknown woman with him (girlfriend/sister?) that he spent a good amount of time cursing at (have pictures of her climbing in and out of your truck)§ Truck had no license plates· Tow truck operator noticed this (it’s in the pictures)o David used the driveway and positioned the truck for the dump§ Dump bed wouldn’t lift· I believe David called someone at the office about this· I had to climb into the back of your dump truck and help move the gravel by hand· 4:20PM: Finally got enough gravel moved that your dump bed would work Rest of the gravel was dumpedo Gravel was dumped just off the driveo The pile did not obstruct the drive (have photos)o The truck did not leave the driveway to drop the gravel· 4:22PM: David started to leave, misjudged the corner that he had taken to get in, and got half the truck off the driveo The drive is not narrow (12-15ft wide)o The corner he drove off is not a sharp cornero There is plenty of room for him to have pulled forward and make sure he could back around the corner.§ Because of him misjudging the corner he ended up with the gravel pile between the front and back wheels on the right side of the truck, right up against the gas tank.· This is why he had to be pulled sideways by the tow truck and not straight out, otherwise we’d be talking about the cost cleaning up a diesel spill· 4:37PM: My neighbor made an attempt to help pull your truck out with a tractoro Tractor was too small to move the trucko This is where you stated that you instructed David to call another of your trucks to pull him out§ David called someone, either the office as you instructed him, or a towing company Said they were closed and he wasn’t getting an answer· He did not know how to proceed· No mention was made of having another one of your trucks come to help· 5:00PM: I called [redacted] Dispatch because when I searched for a tow company, they were close and listed as available hours a day· 5:36PM: David provided me with your phone number via text messageo Made no mention that I should call you regarding an estimate for the tow before the work was done, just to follow up with you afterward§ If he had said this was the process, I would have gladly done as he asked· 5:52PM: [redacted] called to let us know that the tow truck had been diverted to an accident on I-and would be delayed.· 7:00PM: Tow truck arrivedo Informed me and David that payment was required at time of serviceo David had no way to pay and made no mention of getting a quote for the tow before the driver proceeded to work§ I agreed to pay the drivero The tow driver took lots of pictures of the position of your truck before beginning his work.· 8:37PM: Tow truck completed the work of pulling out your truck and took add’l photos· 8:45PM: Finished the paperwork with the tow truck driver.o Paid the billo David and the woman left in your truck· 11:03PM: I received the email with the invoice from [redacted] and forwarded the information to youYou’ve stated in more than one of your responses that you wanted him to let you know there was a problem with getting another truck to help He was stuck for nearly hours before the tow truck driver arrived Why didn’t he let you know that he wasn’t able to reach the office as you instructed and get another truck out to help? Why didn’t he communicate to me that another truck would come help him? Why didn’t he tell me that you wanted an estimate of the tow? Do you expect customers to know your process?As I said before, I have no frame of reference for the cost of towing a dump truck sideways out of a hole the driver put it in You’re company does this work every day Your employees should know your process and communicate it to customers when this type of issue occurs I wasn’t bullying David or the woman with him and I wasn’t in a rush to get them on their way I was trying to help.I’ve provided you with pictures of the drive It’s not narrow as you say David told you I’ve offered to have you come out and see for yourself I’ve not moved the gravel that was delivered The holes from your truck are still there.David, an Ohio Mulch employee and the onsite representative of your company, gave me no indication that there was an alternative for helping to tow him out, made no mention that you wanted an estimate of the tow, and did not ask me to call you before the tow truck arrived He had hours to communicate that to me while we waited for the tow truck As I said, I paid in good faith to have your truck towed Please explain again where your this series of events deviated from Ohio Mulch process:· Is it your process for your trucks to not have license plates?· Is it your process for your drivers to show up with their girlfriends riding along?· Is it your process to have customers climb into the dump bed of your trucks to move gravel by hand?· Is it your process for your drivers to not call you back when you’ve instructed them to do so?· Is it your process to tell customers you want an estimate of the cost of a tow truck after they’ve paid for the tow? I’m willing to forget the cost of the stone that was lost underneath your truck I can try to recover that with a shovel I’ve already had to move it by hand once just to get it out of your truck You need to cover the cost of the tow truck Regards, [redacted] ***
we will agree to disagree on this Ron You opened a claim with your insurance company, that is interesting because I never heard from them until I contacted them myself, and even then only heard from them once, so yes I opened a complaint against them also I have not received any payment from your insurance company as of this moment, although two days ago I was told it should be in the mailwe will see and I will follow up then, but until that payment is received I cannot consider this matter closed You absolutely have NOT returned my phone calls, and if you made a claim as you said you did with your own insurance and they still never contacted me before I made the claim myself as you just statedwell that is even worse than I thought I will follow up in a few days or once the settlement from your insurance company is received
Revdex.com: I reviewed the response made by the business in reference to complaint [redacted] , and find the resolution is satisfactory to me Regards, [redacted]
Mr [redacted] , I am very sorry for your frustration with your online purchase experience, we work very hard in an effort to streamline the ordering system so as to make it as simplistic as possible thus assuring a positive buying experienceIn the event we may have a refund type situation the store that was to have made the delivery will process a return for the purchase through our [redacted] partner that facilitates all of the electronic credit card postings, at this time the Stone division will get with Ron F [redacted] who will validate the return and the credit card will be refundedIt is important to understand that at no time will anyone at Ohio Mulch know the credit card information, once we approve the refund the [redacted] processor controls the transaction the only credit card that can be refunded is the card that was utilized for the purchase.We have reached out to the [redacted] Partners during this question that was initiated when you failed to get your return, the delay stemmed from the research on the end of the electronic company this process is put in place to assure complete customer confidentiality during this time line our staff is unaware of any details pertaining to this transaction which puts both our customers and Ohio Mulch in a bad positionWe truly apologize for the frustration and delay in response but we want to be positive that we give you accurate information, our office manager will assure the proper processing through [redacted] and report to you on MondayI would like to clarify one valid point brought up on Mr [redacted] behalf, which was why it took the District Manager to intercede on any return, this process was put in place to streamline the over locations from having an internal issues with deliveries whether it stem from people processed or equipment therefore if a single person is involved he can identify trends and step in to assure someone else does not fall into the same frustrating situationsRespectfully, Ron F
*Director of Retail SalesOhio Mulch Supply Inc
I write today to respond to the response notification that I received from your office dated 7/15/2015.At this point, I can only say that I am far from satisfied that we have any kind of resolution on this matterFirst of all, it has been days and counting since this incident occurred and I am still without my property/trailerSecondly, I do not feel that Ohio Mulch has been honest with me in dealing with this situation nor have they kept me posted on what and when they were doing to resolve as I had requestedMy wife and I have had to call on many occasions to check on the status to either get to talk to MrRon F [redacted] or get voicemailIn either case, the conversations were left with Ron having an action item to find out the status and get right back to usIn any case, we are always the ones to have to call week after week to still wind up getting no real statusOriginally (week 1) Ron said that the trailer was taken to [redacted] Trailer and an axle was on order and would take about day to get in and then it would be a quick fix to get everything doneAbout the third week of June, I was still not able to get any kind of real updates from Ron, so I decided to call [redacted] myselfI spoke to the service manager there and he said that he inspected the trailer the week following the incident and told Ohio Mulch that they would not attempt to repair and considered it a total loss! As you can imagine, I was once again more upset that all the while I was told my trailer was in good hands and should be back to me by the end of June and still I needed to find out the next stepsFinally, I was able to get to the Owner of Ohio Mulch, MrJim W [redacted] and he had then agreed that the trailer could not be repaired and he was taking Ron off of this issue and would be handling this directly and was going to find a comparable used trailer and get back to meThis has not taken place and now according to the response, they now want to go down the repair path and their "own" fabricator is making the repairsNow I don't know about anyone reviewing this case, but would you want to go down the road with this trailer that had been compromised in a way that people condemned this to be totaled? I am the original owner and I hold the title and for me to ever sell it, I would need to disclose the fact that it was deemed to be a total lossThis is not an expensive trailer and If I were a reputable business owner and a member of the Revdex.com, I cannot imagine not making things right with a long time customerI have gotten a few estimates to replace this trailer and I would like Ohio Mulch to step up and pay for a new replacement to settle this issueI will be glad to sign the title over to Ohio Mulch so they can sell it to someone that would not be concerned of the damage to it if we could come to a fair settlement.As to some of the other items in the response, to set the record straight:How it happened:I ordered and paid for the mulch, I went out to the lot to have it loaded(I have purchased a pallet at a time every time I have gone here over the past years or so) They have always loaded by hand and distributing the bags about the trailer deck for an even loadI have never had an issue with this mannerHowever, the gentlemen that were to load me up recommended that they could just "tilt" the pallet onto the deck and load it that wayMy trailer has steel side rails, so there is no way to set the pallet on flat and back out the forkliftI told the guys I have never had a pallet "tilted" on my trailer before and would not recommend this, but they insisted they do this all of the time "no problem"I gave the okay, but only if this manor was safe and would not cause damage to my trailerThey both insisted that they do it all of the time and without any problemObviously this was a problemEven the manager in the store mentioned that they do it this way often without incidentIt would be hard to believe I am the first victim
Ohio Mulch Supply Incperformed a gravel delivery for Mr [redacted] at his residence in [redacted] ***Once the driver arrived at the property he notice that the entrance area was narrow as the property was unfinished do to it being developedMr [redacted] assured the driver he had the ample spacing necessary to make the delivery The driver attempted to make the drop but in doing so wheels on the rear of the dump truck became stuck in the soft area do to the tight spacing .The Driver once stuck called me and I indicated that since he was only slightly stuck to call the store and have our other truck at the store bring out our chain and pull him outAfter not hearing again from him I anticipated he was positioned out by our other delivery truckThe next morning I spoke to Mr [redacted] who indicated he paid $ dollars for a tow bill, I told Mr [redacted] that seemed very high do to the rear wheels just being off the area also I was concerned about not being called to approve such a high amount especially with us having our own wrecker that could have made the towAt that point I called the driver to see what had transpired he said the owner called and approved the tow, when I told him the amount he said that is was way higher than the bill the tow driver told him he gave Mr***I have waited for Mr [redacted] to call me back so we could further discuss my concerns and have yet to hear from him until this complaint.in closing I am concerned as to why Ohio Mulch did not authorize an estimate for services to there vehicle prior to the charge and why the bill in question was excessive for the job performedIf Ohio Mulch was involved with the estimate approval this service would have been declined and our service vehicle would have responded to rectify this situation
I am am truly sorry for the frustration and time it has taken to resolve this issue pertaining to your delivery. I had spoken to the contact for the online refund as well as gift card reimbursement and there was some confusion with the way the order was processed with a multi delivery charge that... prolonged the crediting to your account coupled with the gift card reimbursement .I have spoken to Mrs. [redacted] in our office who has expedited both the refund and the gift card process which will be completed by the end of business today . We at Ohio Mulch work very hard to assure our customers have a positive expierence and appreciate your working with us during this hectic time of season .
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me.
*** ***, I first want to apologize for the frustration with your delivery, I have spoken to Matt our manager at the *** location and informed him that this concern should have never escalated to this levelin the event the customer has a dispute with the delivery location of there
*Director of Retail SalesOhio mulch Supply inc
order he should assist them with a refund of there deliveryI would like to expedite your request therefore, please forward to me the receipt number of your purchase and the last four digits of the credit card which was used for the purchase so we can refund the delivery for your order. Thank You for your business . Ron F
This complaint stems form a purchase that was initiated at our Industrial Park Location on May 23rd The customer purchased bags { Pallet } of 413-S Hardwood Mulch The customer requested the pallet be loaded into his trailer, as the forklift operator approached the trailer he
* spoke to the owner of the trailer that insisted his trailer be fixed or replaced, I indicated that do to the fact that he was at the trailer site when the damage occurred even after he was cautioned prior to the loading of mulch yet still allowed the loading process to transpire he had an obligation for the condition of his trailer.Later that day the owners wife called Ron F
* District Manager for Ohio Mulch on the phone and was upset about the mulch and trailerI brought her up to speed with what had transpired and she indicated her health was very bad and had small children at home to care for and her husband was working hours a week to pay the billsShe asked if we could bring her mulch to the house do to her illness so as to give her peace of mind I agreed so the product was delivered to her house the following afternoon during the unload process of the mulch the customer asked if we could hand carry the bags around the property and put them into the appropriate flower beds, we complied all of the product and delivery and hand placed mulch was completed at No Charge !Throughout this process we had picked up the trailer and transported it to a well respected trailer company located on State Route known as Rock's Trailer, they indicated that the services they provide do not include this type of axle replacementSo we returned the trailer to our own fabrication facility located at Universal Road Columbus Ohio were our + year fabricator repaired the structure of the trailer to better than factory specsWe at that time ordered an axle from Rock's Trailer where do to the quality level of the trailer which created a challenge locating the correct axle assembly thus extending the required time.Mrs***, we at Ohio Mulch have went well beyond the level of being a great retailer to assure complete customer satisfaction Please note that Ohio Mulch Supply Inchas first refunded all of the customers money for the product coupled with delivering free product and placing it on the property and finally upon review of the attached photos reinforcing the fabrication procedure of this trailer being excluding the instillation of the axle ordered from Rock's Trailer. In Closing, Ohio Mulch has been trying to procure a replacement trailer but have had no luck finding the same year and model in or better condition than the original oneOhio Mulch will return the trailer in better condition than it's current condition prior to the damage, we are on hold waiting on a new replacement part After the receipt of this part it will take approximately hours to complete and at that time we will immediately return the trailer to its owner, and all at no charge. Thank You for your time and if there are any additional questions or concerns please do not hesitate to contact me at 614-774-0992Respectfully,Ron F
*Director of Retail SalesOhio Mulch Supply inc
cautioned the customer of the weight of the pallet which may exceed the trailer capacityThe customer indicated he has hauled on his trailer before and it would be fine.As the forklift approached the trailer he indicated to the customer that the height of this pallet was too tall and needed laid over or stacked , they agreed to lay the pallet on its side, during this process the trailers center axle and cross members bowed downThe customer was upset so we re stacked the the mulch back on the pallet and provided a customer a full return for $ for the mulch that he purchased earlier, we then pulled his trailer in our building for the District Manager of Ohio Mulch to reviewOn the following day Ron F
I am rejecting this response because:The pricing plus the promo code that that I entered stimulated my decision to purchase the mulchI guess your company does not want to honor the price and transaction that I have a receipt forVery unfortunate
Regards,
*** ***
Ron, first of all, you have my number, and have had ample time to return my phone calls, why wont you call me back? I would much rather speak to you in person but you haven't given me the respect of return phone calls. I truly wish all of this could have been avoided. Secondly, what damage prior to the accident are you referring to? The fence was fine before the accident, and there are far more than just panels damaged as you have stated, but you wouldn't know that because you haven't actually come out to see it. the temporary solution you provided is barely holding together weeks after the accident. I did not hear from you after your contractor, *** came out, I never saw his estimate and in fact all I heard from him was that you would not be replacing the posts of the fence. When you asked me for a copy of the estimate from the contractor I wanted to work with, I sent it the next day. You and I spoke via my agent, and I sent you the estimate the next dayso that is NOT the days you mentioned before, I still have never seen the estimate from your contractor so how would I know what he said needed done. Its like you and your contractor decided what work should be done on my home without including me in the full conversation, THAT is why I said I wanted my own contractor. I never heard you question my estimate because againYOU NEVER CALLED ME BACK. As far as I am concerned, the ENTIRE FENCE is damaged because before the accident my fence was safe, functional and matched, and now you want to glue pieces together and replace two panels? Honestly Ron, I have no idea what you want to do because you have not discussed it with me. SO please, please take this as your chance to call me and discuss this with meI would like to resolve this, but you hiding from my phone calls, emails and texts I have no idea what that is going to accomplish and if you say that ohio mulch wants to be fair about the repair, begin with returning phone calls to discuss this. I think we both feel like this should be fair, so please, call me back, and come see the damage in person to discuss how we can come to a resolution. Are you willing to do that basic thing and start over in this recovery?
Revdex.com called Ron F
* to follow up on this complaintHe said the trailer had inadvertently been returned to the consumer's neighbor because they share a driveway and their mailboxes are across the streetThe company moved the trailer to consumer's homeHe wanted a bulb replaced in the taillight and they bought one and did that as wellHe has had it for a week
With all do respect our conversations were in depth and initiated from a short period after the incident, our response to temporarily repair the fence was immediate and our follow through with contract labor was timely It was our multiple phone conversations that made this difficult situation move forwardI spoke to you on multiple occasions and on your initiation I spoke to your Insurance agent or times coupled with our Insurance Company to whom I opened a claim with immediatelyThe difficulty stemmed from a lack of a reasonable approach on the necessary repairsOur Insurance Company even had difficulty assessing the damage before you turned in a complaint on this large agency tying to perform there due diligence.We at Ohio Mulch strive to care for our customers and work hard toward a positive outcome although it can only be achieved if all parties are reasonable in there focus and approachWe at Ohio Mulch confirmed that our Insurance agency has settled this claim within the parameters that proved acceptable for this incident.Thank You
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
Scott C***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meAttached is a screenshot of my credit card with the mulch purchase.The last digits of my credit card is * ***Thank you for your attention to this matter
Regards,
*** ***
I am very sorry for your frustration however, I must go back to the pricing that stimulated your decision to purchase our product and that was $a bag and a discounted rate for delivery of only $we will honor that valued pricing