Mr. [redacted], I would like to first start by apologizing for the technical error with the on-line computer support company. Ohio Mulch initiated an aggressive advertising campaign to stimulate a call to purchase a choice of premium products at a heavily discounted rate of $ 1.99 each, this...
pricing would require a code to be entered in to the system at the time of ordering to achieve this aggressive pricing . At the time of your purchase the on-line company that initiated the code word for the purchase duplicated the discount creating a false sale on a few orders before the system corrected itself. Although , the computer glitch happened the few orders that were affected still received the advertised price that was presented both on-line and in the Columbus Dispatch. We have prided ourselves for over 34 years to provide a high quality product line coupled with valued pricing and exceptional customer service within the communities we serve. We would have always made sure that any advertised pricing would be fulfilled and honored at any of our multiple locations and truly appreciate your business. I am certain that the product that your purchased at the $ 1.99 will provide a great value for both the ascetics of your landscape as well as needed nutrient factor to your soil .
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 24 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-70 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 you. You’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 3 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]
I am rejecting this response because:Ron's response is incorrect and unacceptable. I've tried to contact him multiple times. I've attached an email I sent on 5/18 as well as a screenshot from my cell phone of the call on 5/6 and another attempt on 5/22 before I filed the complaint with the Revdex.com.The driver got stuck after he dumped the gravel, not while he was doing it. The gravel was dumped off of the driveway. He had plenty of room to maneuver. The driveway at this spot is 12 - 15ft wide and 50 ft of space to pull forward before backing around the corner. The driver, David, did not judge the corner correctly and got the wheels on the right side of the truck 2 - 3 ft off of the drive. I have attached pictures of this as well.With all due respect to Ron's belief that the tow was expensive, I have no frame of reference. I've never had to pay to have a dump truck towed before. David, the Ohio Mulch driver, did not communicate to me that Ron wanted an estimate before the truck was pulled out. The wrecker arrived, pulled out the Ohio Mulch truck, and gave me the bill, which I paid. He wasn't going to do anything without someone excepting to pay beforehand. David had no way to pay, so I said I would. I forwarded the invoice to Ron with the details that evening (5/5).I paid for the tow in good faith. I'm am perfectly willing to attach add'l pictures and to have Ron come out and see the fact that his driver should have been able to back out without getting stuck. The response from the company is truly disappointing. Prior to this I've always had extremely positive experiences with Ohio Mulch. They need to do the right thing and cover the cost of the tow.
Regards,
Zach Baker
[redacted], as per our conversation this morning at 11.53 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 sale. Carrie,...
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 fading. We at Ohio mulch truly appreciate your business and apologize once again for any frustration this process may have caused. Respectfully, Ronald T F[redacted]
[redacted]
[redacted]
To whom it may concern,Mr. Ron F[redacted] met with Mr. [redacted] this morning, September 4. They met with a contractor--G2 Home Improvments and the owner, [redacted]. Mr. [redacted] indicated he could replace the siding with existing siding. He indicated he would begin next week and complete this job to Mr....
[redacted]'s satisfaction. Mr. [redacted] agreed that this would be an acceptable solution and was happy with the progress.
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 matter. First of all, it has been 59 days and counting since this incident occurred and I am still without my property/trailer. Secondly, 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 requested. My wife and I have had to call on many occasions to check on the status to either get to talk to Mr. Ron F[redacted] or get voicemail. In either case, the conversations were left with Ron having an action item to find out the status and get right back to us. In any case, we are always the ones to have to call week after week to still wind up getting no real status. Originally (week 1) Ron said that the trailer was taken to [redacted] Trailer and an axle was on order and would take about 30 day to get in and then it would be a quick fix to get everything done. About 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] myself. I 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 steps. Finally, I was able to get to the Owner of Ohio Mulch, Mr. Jim 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 me. This 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 repairs. Now 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 loss. This 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 customer. I 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 issue. I 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 10 years or so) They have always loaded by hand and distributing the bags about the trailer deck for an even load. I have never had an issue with this manner. However, the gentlemen that were to load me up recommended that they could just "tilt" the pallet onto the deck and load it that way. My trailer has steel side rails, so there is no way to set the pallet on flat and back out the forklift. I 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 trailer. They both insisted that they do it all of the time and without any problem. Obviously this was a problem. Even the manager in the store mentioned that they do it this way often without incident. It would be hard to believe I am the first victim.
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 .
[redacted], I understand your concern and have reviewed the soil type that was delivered from our Blacklick location, the soil that was delivered was the Growers Blend soil that is a high quality mixture of pulverized soil coupled with sand and compost. In Ohio we are centered in a clay based soil...
region where the soil has very little nutrient factor, this is why there is an absolute need to amend the soil with a soil conditioner. We utilize a hardwood bark compost to stimulate the nutrient factor thus stimulating a growth cycle to the element in which it is used such as shrubs, grass or flowering plants. If the soil was used for back filling a foundation or a low spot where a growth pattern would not be needed then pulverized soil would be suffice. Please call me at ###-###-#### so we can further discuss your application and I will make this situation right with your needs .Respectfully,Ronald T F[redacted]Director Of Retail Sales
I have spoken to Dr. [redacted] this morning and he brought me up to speed on what had transpired with his order that was delivered to his home in [redacted] .Since this is the first time I am learning of the concern I agree from the condition of the wet soil he was delivered it would be most difficult...
to spread under this circumstance and have agreed to return the $90 dollars he spent on the bag soil and the person he hired to resolve the issue. As I indicated to Dr. [redacted] in an earlier conversation I just had wished that he would have left the soil for Ohio Mulch to pick up and review with our production team so we can identify where the problem stemmed so as to eliminate the frustration in the future. We will process the refund this week .
Mr. [redacted] , I certainly value your frustration, however you must understand that we have a process for situations such as this and it was followed until the decision was made to call a wrecker service with out an estimate prior to the service rendered. I directed my driver immediately when called that he was stuck, I ask him the pertinent details about how he was stuck and also his opinion of how difficult it would be to dislodge him from the soft area , after listening to his response I gave him direction to call the store manager and have the delivery truck that had a 3 wheel drive spyder on the back of our flatbed and a chain come to the site and pull the truck into the clear and if he needed any help call me and I would be there to help him. I did not hear from the driver the rest of the evening making me feel comfortable that the plan we put in place had worked . The next morning was the first time I heard that the tow company was called and the invoice was $ 827 dollars. When calling my driver he said you had called the tow company and handled everything. Our valid concern stems has been that you should have given Ohio Mulch the opportunity to approve an $ 827 dollar invoice prior to the work to be done . We do not believe this is a unfair or an unreasonable request at all ! We also understand your frustration however you took complete control of a decision that was a decision for only Ohio Mulch to make . I want to provide the gravel that was transitioned do to the truck getting stuck, however in these situations Ohio Mulch has a process and the process was followed until a decision was made without consulting with our company.
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 process. For example, on June 18,
2015 we directed another contractor to contact Mr. [redacted] to evaluate the
damage. This 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, 2015. This
second estimate was promptly evaluated and a telephone conversation conducted
with Mr. [redacted] to advise him of the next step. Finally, 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 picture. Ohio 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 him. We
look forward to working with this very nice gentleman.
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 caused. Mrs. [redacted]'s primary focus was to get the 2...
panels repaired temporarily so as her children would be safe playing in the yard. Travis went back to the Delaware Store gathered the necessary supplies and performed a temporary fix on the fence to Mrs. [redacted]s satisfaction. I 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 Property. The 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 repairs. I 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 damage. I agreed, after several weeks Mrs. [redacted] , called and said she wanted her contractor to do the work. I 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 amount. It was clear to us that this estimate was not an estimate that any legitimate bus[redacted]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 accident. In 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 company. We are truly sorry for what has happened and have been diligent in our efforts to expeditiously resolve this issue.
Ok., I finally have my
trailer back after all summer without it... It seems to be in working
order, but I have not had the opportunity or the time to actually put any sort
of load on it so I cannot say at all if the repairs are near what it once was.
I am really disappointed
with all of the made up lies a responses from this business:
1. I do not share a
driveway with any neighbor, nor does anyone live across the street. There are
no homes or drives across the street as there seems to be a 90 year old stone quarry
there....
2. There were lamps that
were broken and lenses smashed that I and my neighbor diagnosed and repaired on
my own as the delivery guy was not prepared at all. Roger was nice, but did not
even have the lights working at any time while moving up and down the highway
and he knew his truck was not able to power the lights.....
Why do we not have
someone from the Revdex.com making sure the business that are accredited be monitored
and accountable for their actions and statements for truth and safety for all.
So, this being said, I
would be willing to let this go IF the Revdex.com posts all of the feedback on this
case on the website to make sure all other public knows what kind of issues
they may encounter when dealing with this very poor business that cannot handle
their mistakes in a professional manor and tell things truthfully and not give
a bunch of lies and BS.
Revdex.com - Next steps are on
you if you have the ______ to enforce what people think you are here for...
Please provide a full
report of all discussions and make them available to all publically.
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 mail... we 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 stated... well 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.
I am rejecting this response because:How about a compromised resolution of 1.99 per bag and free delivery. I have been a customer for years.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 experience. In 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 refunded. It 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 position. We 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 Monday. I 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 20 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 situations. Respectfully, Ron F[redacted]Director of Retail SalesOhio Mulch Supply Inc.
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]
Ohio Mulch Supply Inc. performed 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 developed. Mr. [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 2 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 out. After not hearing again from him I anticipated he was positioned out by our other delivery truck. The next morning I spoke to Mr . [redacted] who indicated he paid $ 875 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 tow. At 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. [redacted]. 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 performed. If 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.
Mr. [redacted], I would like to first start by apologizing for the technical error with the on-line computer support company. Ohio Mulch initiated an aggressive advertising campaign to stimulate a call to purchase a choice of premium products at a heavily discounted rate of $ 1.99 each, this...
pricing would require a code to be entered in to the system at the time of ordering to achieve this aggressive pricing . At the time of your purchase the on-line company that initiated the code word for the purchase duplicated the discount creating a false sale on a few orders before the system corrected itself. Although , the computer glitch happened the few orders that were affected still received the advertised price that was presented both on-line and in the Columbus Dispatch. We have prided ourselves for over 34 years to provide a high quality product line coupled with valued pricing and exceptional customer service within the communities we serve. We would have always made sure that any advertised pricing would be fulfilled and honored at any of our multiple locations and truly appreciate your business. I am certain that the product that your purchased at the $ 1.99 will provide a great value for both the ascetics of your landscape as well as needed nutrient factor to your soil .
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 24 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-70 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 you. You’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 3 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]
I am rejecting this response because:Ron's response is incorrect and unacceptable. I've tried to contact him multiple times. I've attached an email I sent on 5/18 as well as a screenshot from my cell phone of the call on 5/6 and another attempt on 5/22 before I filed the complaint with the Revdex.com.The driver got stuck after he dumped the gravel, not while he was doing it. The gravel was dumped off of the driveway. He had plenty of room to maneuver. The driveway at this spot is 12 - 15ft wide and 50 ft of space to pull forward before backing around the corner. The driver, David, did not judge the corner correctly and got the wheels on the right side of the truck 2 - 3 ft off of the drive. I have attached pictures of this as well.With all due respect to Ron's belief that the tow was expensive, I have no frame of reference. I've never had to pay to have a dump truck towed before. David, the Ohio Mulch driver, did not communicate to me that Ron wanted an estimate before the truck was pulled out. The wrecker arrived, pulled out the Ohio Mulch truck, and gave me the bill, which I paid. He wasn't going to do anything without someone excepting to pay beforehand. David had no way to pay, so I said I would. I forwarded the invoice to Ron with the details that evening (5/5).I paid for the tow in good faith. I'm am perfectly willing to attach add'l pictures and to have Ron come out and see the fact that his driver should have been able to back out without getting stuck. The response from the company is truly disappointing. Prior to this I've always had extremely positive experiences with Ohio Mulch. They need to do the right thing and cover the cost of the tow.
Regards,
Zach Baker
[redacted], as per our conversation this morning at 11.53 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 sale. Carrie,...
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 fading. We at Ohio mulch truly appreciate your business and apologize once again for any frustration this process may have caused. Respectfully, Ronald T F[redacted]
[redacted]
[redacted]
To whom it may concern,Mr. Ron F[redacted] met with Mr. [redacted] this morning, September 4. They met with a contractor--G2 Home Improvments and the owner, [redacted]. Mr. [redacted] indicated he could replace the siding with existing siding. He indicated he would begin next week and complete this job to Mr....
[redacted]'s satisfaction. Mr. [redacted] agreed that this would be an acceptable solution and was happy with the progress.
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 matter. First of all, it has been 59 days and counting since this incident occurred and I am still without my property/trailer. Secondly, 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 requested. My wife and I have had to call on many occasions to check on the status to either get to talk to Mr. Ron F[redacted] or get voicemail. In either case, the conversations were left with Ron having an action item to find out the status and get right back to us. In any case, we are always the ones to have to call week after week to still wind up getting no real status. Originally (week 1) Ron said that the trailer was taken to [redacted] Trailer and an axle was on order and would take about 30 day to get in and then it would be a quick fix to get everything done. About 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] myself. I 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 steps. Finally, I was able to get to the Owner of Ohio Mulch, Mr. Jim 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 me. This 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 repairs. Now 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 loss. This 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 customer. I 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 issue. I 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 10 years or so) They have always loaded by hand and distributing the bags about the trailer deck for an even load. I have never had an issue with this manner. However, the gentlemen that were to load me up recommended that they could just "tilt" the pallet onto the deck and load it that way. My trailer has steel side rails, so there is no way to set the pallet on flat and back out the forklift. I 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 trailer. They both insisted that they do it all of the time and without any problem. Obviously this was a problem. Even the manager in the store mentioned that they do it this way often without incident. It would be hard to believe I am the first victim.
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 .
[redacted], I understand your concern and have reviewed the soil type that was delivered from our Blacklick location, the soil that was delivered was the Growers Blend soil that is a high quality mixture of pulverized soil coupled with sand and compost. In Ohio we are centered in a clay based soil...
region where the soil has very little nutrient factor, this is why there is an absolute need to amend the soil with a soil conditioner. We utilize a hardwood bark compost to stimulate the nutrient factor thus stimulating a growth cycle to the element in which it is used such as shrubs, grass or flowering plants. If the soil was used for back filling a foundation or a low spot where a growth pattern would not be needed then pulverized soil would be suffice. Please call me at ###-###-#### so we can further discuss your application and I will make this situation right with your needs .Respectfully,Ronald T F[redacted]Director Of Retail Sales
I have spoken to Dr. [redacted] this morning and he brought me up to speed on what had transpired with his order that was delivered to his home in [redacted] .Since this is the first time I am learning of the concern I agree from the condition of the wet soil he was delivered it would be most difficult...
to spread under this circumstance and have agreed to return the $90 dollars he spent on the bag soil and the person he hired to resolve the issue. As I indicated to Dr. [redacted] in an earlier conversation I just had wished that he would have left the soil for Ohio Mulch to pick up and review with our production team so we can identify where the problem stemmed so as to eliminate the frustration in the future. We will process the refund this week .
Mr. [redacted] , I certainly value your frustration, however you must understand that we have a process for situations such as this and it was followed until the decision was made to call a wrecker service with out an estimate prior to the service rendered. I directed my driver immediately when called that he was stuck, I ask him the pertinent details about how he was stuck and also his opinion of how difficult it would be to dislodge him from the soft area , after listening to his response I gave him direction to call the store manager and have the delivery truck that had a 3 wheel drive spyder on the back of our flatbed and a chain come to the site and pull the truck into the clear and if he needed any help call me and I would be there to help him. I did not hear from the driver the rest of the evening making me feel comfortable that the plan we put in place had worked . The next morning was the first time I heard that the tow company was called and the invoice was $ 827 dollars. When calling my driver he said you had called the tow company and handled everything. Our valid concern stems has been that you should have given Ohio Mulch the opportunity to approve an $ 827 dollar invoice prior to the work to be done . We do not believe this is a unfair or an unreasonable request at all ! We also understand your frustration however you took complete control of a decision that was a decision for only Ohio Mulch to make . I want to provide the gravel that was transitioned do to the truck getting stuck, however in these situations Ohio Mulch has a process and the process was followed until a decision was made without consulting with our company.
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 process. For example, on June 18,
2015 we directed another contractor to contact Mr. [redacted] to evaluate the
damage. This 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, 2015. This
second estimate was promptly evaluated and a telephone conversation conducted
with Mr. [redacted] to advise him of the next step. Finally, 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 picture. Ohio 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 him. We
look forward to working with this very nice gentleman.
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 caused. Mrs. [redacted]'s primary focus was to get the 2...
panels repaired temporarily so as her children would be safe playing in the yard. Travis went back to the Delaware Store gathered the necessary supplies and performed a temporary fix on the fence to Mrs. [redacted]s satisfaction. I 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 Property. The 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 repairs. I 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 damage. I agreed, after several weeks Mrs. [redacted] , called and said she wanted her contractor to do the work. I 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 amount. It was clear to us that this estimate was not an estimate that any legitimate bus[redacted]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 accident. In 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 company. We are truly sorry for what has happened and have been diligent in our efforts to expeditiously resolve this issue.
Ok., I finally have my
trailer back after all summer without it... It seems to be in working
order, but I have not had the opportunity or the time to actually put any sort
of load on it so I cannot say at all if the repairs are near what it once was.
I am really disappointed
with all of the made up lies a responses from this business:
1. I do not share a
driveway with any neighbor, nor does anyone live across the street. There are
no homes or drives across the street as there seems to be a 90 year old stone quarry
there....
2. There were lamps that
were broken and lenses smashed that I and my neighbor diagnosed and repaired on
my own as the delivery guy was not prepared at all. Roger was nice, but did not
even have the lights working at any time while moving up and down the highway
and he knew his truck was not able to power the lights.....
Why do we not have
someone from the Revdex.com making sure the business that are accredited be monitored
and accountable for their actions and statements for truth and safety for all.
So, this being said, I
would be willing to let this go IF the Revdex.com posts all of the feedback on this
case on the website to make sure all other public knows what kind of issues
they may encounter when dealing with this very poor business that cannot handle
their mistakes in a professional manor and tell things truthfully and not give
a bunch of lies and BS.
Revdex.com - Next steps are on
you if you have the ______ to enforce what people think you are here for...
Please provide a full
report of all discussions and make them available to all publically.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
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 mail... we 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 stated... well 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.
I am rejecting this response because:How about a compromised resolution of 1.99 per bag and free delivery. I have been a customer for years.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 experience. In 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 refunded. It 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 position. We 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 Monday. I 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 20 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 situations. Respectfully, Ron F[redacted]Director of Retail SalesOhio Mulch Supply Inc.
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]
Ohio Mulch Supply Inc. performed 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 developed. Mr. [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 2 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 out. After not hearing again from him I anticipated he was positioned out by our other delivery truck. The next morning I spoke to Mr . [redacted] who indicated he paid $ 875 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 tow. At 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. [redacted]. 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 performed. If 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.