Maury Residential Appraisals

First off, I would like to state we have been in business for years and pride ourselves on supplying quality products at a competitive rateWe take customer concerns very important and work diligently to make every customer happy. On Saturday September 23rd at 3:26pm *** called into
our office and spoke with one of our experienced customer service representatives*** inquired about Pea Gravel for an area that was feet by feet at inches deep. Our experienced customer service rep notified her that she would need cubic yards based on her measurements*** then inquired how many tons that would be and was notified that was tons *** told of representative she was going to look at pictures onlineOur representative strongly suggested that she make a trip to one of our locations to verify that is the product she needed because every computer monitor and quality of pictures differ. Approximately minutes later she called our representative back and placed the order with us for tonsOn Monday September 25th we promptly delivered the pea gravel. This was a COD delivery and when the driver showed up he was unable to dump in the location she requested because it would be blocking mailboxes, she came to the conclusion to have it dumped in the driveway next to the fence that she was going to put this product*** then paid cash in the amount of $for the delivery and product*** then complained to the driver that it was not enough and that it did not look like ton, when in fact it was tons. Later that day, *** called another representative with the company and complained that there was some sand in the pea gravel, which is not uncommon. Our representative with over years of experience in this industry had her text him a picture of the product and then notified her that it was in fact pea gravel*** then complained that the pea gravel was wet and was notified that it is not uncommon for stone coming from the quarry to be a little wet because it goes through a wash plant. Later on that Monday this issue was not resolved and *** was notified that I and the owner of Indiana Mulch & Stone were going to stop by and try to resolve thisBetween the two of us we have over years experience in this industry. When we showed up *** did not answer the door nor the phone number provided. We inspected the product and came to a definite conclusion that the product delivered was pea gravel. On Tuesday September 26th *** called our office and asked to speak with me. When I arrived at the office I received her message and promptly returned her call She notified me that she wanted us to come out and pick up the product and refund her money because there was some sand in the product. I informed her that we could not pick up & return the product, because we have done nothing wrong and delivered the product she requested I tried to reason with her and was willing to bring extra material out to her at no charge once she had room for it, however every time I went to speak she would cut me off and talk over me I am not going to talk over a customer or get into an argumentWith me understanding that my help was going nowhereI asked her if I could call her back shortly I contacted the owner of the company who at this time is out of town and he advised me of how he wanted me to handle this. I called her back within minutes to follow up and try to resolve this in a diplomatic fashionAgainst my bosses wish I was still willing to try to assist, but again I am not going to talk over a customer Ultimately she threatened us with a lawsuit and I calmly replied “do what you think you need to do”. Approximately minutes later she called back and spoke with another person in our office and wanted to speak with someone other than me, unfortunately no other management was available since the owner is out of town