Ohio Mulch

I went to Ohio mulch on refugee road in Pickerington Ohio on Friday afternoon 4/27/to purchase bags of mulch with delivery as I don’t own a vehicle that could carry the loadThe gentleman who helped me with this purchase told me they were backed up and couldn’t deliver until Monday which was fineI spoke with him the next Monday around 11:am and he assured me my delivery would be that day, but he couldn’t give me a timeWhen it was minutes before they were to close for the day I tried to call them but got no answerI talked to two other people from other Ohio mulch stores because if the store you call doesn’t answer your call is transferred to another store in the area who has no idea about your situationI called first thing Tuesday morning and spoke with the same gentleman who sold me the mulch and he was surprised I didn’t get my delivery the day before but assured me I would get my delivery early todayBy pm with no delivery I called back and spoke to the same person (after being bounced around to other stores) and I had to give him my address and order againWe went over my order when we spoke at amAgain I was assured that I will be the first delivery on Wednesday morning two days after promised deliveryI hope this is true but not holding my breathNow I regret not paying attention to the bad reviews I read before going thereHow bad could it beJust moved to the area and have bought mulch from Ohio mulch in Dublin for over yearsAlways a great experienceMaybe I should have driven the miles away instead of the store less than miles awayNext time! Also left a message with the corporate office hope to hear from someone soon about resolution to the situation

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.

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.

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 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], 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

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.

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.

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 reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

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]