Morris Wildlife Lawn & Garden Services

In response to Mr [redacted] complaint.  Mr [redacted] is/was a customer of our contractor Mr Mark D[redacted]. The way our system is set up there are no prices displayed on delivery tickets which protects the contractors from having their pricing shown to their customer. ( we would be involved as to...

how much the contractor charges their customer for the materials - that is their decision) If prices are to be displayed it would need to be changed in the system ahead of time to have them print.Mr [redacted] paperwork was processed on 6/26/2015 through normal channels after delivery or sale. Because neither the contractor or the customer informed Tully Building Supply ahead of time that this was going to be a tax exempt job it was processed with sales tax. When we have TE job we require all paperwork to be in our office ahead of time that we can make sure that the correct paperwork has been signed by all parties.I was not made aware of any problems until I received a call from Mr. [redacted] on Monday morning 7/6/15. Mr [redacted] called the Tully office early that morning requesting his sales tax money back. Because I wasn't aware of any problems I told him so and would need to look into it. Because we take all of our contractors/customers complaints or problems seriously I worked on trying to contact all parties involved that morning. Because that salesperson was out with other customers over 3 hours away I wouldn't have been able to meet with him until the following morning at their scheduled sales meeting @ 7AM. In the meantime Mr [redacted] called back 2 more times asking if it had been taken care of and when he would be able to get money. I explained to him what I was trying to do and took his phone number and would get back to him as soon as I could.On Tuesday morning everything was discussed with the sales person and discovered that we needed the contractor to sign an ST-120.1 before I would be able to refund the sales tax. The sales person was trying to contact and visit this contractor to have this taken care of. Mr [redacted] called again that morning while the sales person was in our store and I asked him to speak to him, he did explaining again what needed to happen before we could refund and sales tax monies. We told him again we would get back to him as soon as we had the paperwork signed and things were processed.Wednesday morning I didn't hear from Mr. [redacted] but found out later in the day that he had called our Moravia store asking for his sales tax money to be refunded to him. Because the manager didn't have any knowledge of any of this he told  Mr. [redacted] that he would get back to him but had to speak to the accounting office first. The manager then tried to contact the salesmen for this job to talk to him about it. He also sent an email to a couple of us explaining the phone call he had and asked what he should be doing to help this customer. After receiving the email on Thursday morning. ( because the manager had the a scheduled afternoon off on Wed.) I called him and explained things to him and stated that between the sales person my husband Tom and myself that  we were taking care of things. ( we didn't believe that getting more people involved would help the situation)On Thursday with we decided to refund Mr [redacted] the sales tax moneys after the contractor refused to sign any paperwork ( ST-120.1) He also didn't want us to refund the money to Mr [redacted] because he felt the money should be going to him. The contractor charged Mr [redacted] $20,000 for the package for materials and labor. Mr [redacted] decided to pay for the materials himself and then the balance would be paid to the contractor for his labor. Mr [redacted] paid for the material ( with sales tax included which he was well aware of when he totaled the invoices up and still never mentioned anything at that time about being TE.) If the total of the material was less ( because of no sales tax) then he would owe the contractor more money.On Friday morning I reversed the invoices off of the contractors account ( w/o his permission but has since been notified) and ran things through w/o sales tax for Mr. [redacted]. An email was sent out to all parties involved and Mr. [redacted] was contacted. He was told a check would be sent out to him as soon as possible. Since I was scheduled out of the office on Friday afternoon and Monday morning nothing was processed but will be today.Please contact me with any further questions or comments. Kim I D[redacted]Sec-Tres