Quality Lawn Care & Landscaping Service, LLC

Complaint Case # [redacted] Customer is stating that the heater that they order did not work so they sent it back and they are still being charged for the original shipping and processingI have reviewed your order and I do see that you sent the heater back, normally when an item is defective we ask that you call us and let us know, that way we can make sure you get a total refundWhen an item is defective we also send a prepaid label so that you are not responsible for sending a defective item back to usI do apologize for you receiving a defective itemI have refunded you the shipping costs, you will see that refund applied to your account within the next 24-hours We apologize for any inconvenience this may have caused and if I can be any further assistance to you please feel free to contact me, [redacted] Customer Service Manager [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowATTACHED IS A COPY OF THE INVOICE, THEY OPEN ACCOUNT UNDER MY P.OBOX AND HOME ADDRESS [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

[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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Regarding case [redacted] for [redacted] zip code ***.I apologize for the delay in responding to this complaint but I was unable to locate anything for [redacted] ***, I was however after extensive searching able to find a [redacted] that matches the address and the amounts mentioned in the complaint.If this is the account in question there are a couple of things that need to be addressed.1) We do not have access to anyone’s credit or debit accountsThat information would have to have been provided by [redacted] or her bank.2) We are not sat this time to accept Auto PayThe individual holding this account would need to call in each month (or her bank if she has authorized them to do so.) Please let us know what the correct last name should be on this account so all information is current

Complaint Case # [redacted] Complaint states that the Customer attempted to cancel the order and could notThen FedEx was contacted to send the item back to Stoneberry for a refund.According to our records today 8/22/a Supervisor has processed the refund and it should show on the Stoneberry Account within the next 24-business hours.We apologize for any inconvenience this may have caused and if I can be any further assistance to you please feel free to contact me, [redacted] Customer Service Manager [redacted] Ext

Customer Complaint # [redacted] Customer is stating that Stoneberry is calling about past due payments and they have never had contact with Stoneberry.I would like to begin by apologizing this sounds like it could be a very frustrating situationUnfortunately after research with our Customer Service System and our Credit Department System none of the information was foundCould you please provide us with the phone number that is contacting you? Or any other contact information you may have so we can research this situation further?We apologize for any inconvenience this may have caused and if I can be any further assistance to you please feel free to contact me, [redacted] Customer Service Manager [redacted] Ext

Customer Complaint # [redacted] Customer is stating that they received a Freezer that was in poor condition, they attempted to return the item and were treated poorly by Stoneberry Customer Service.I would like to begin to apologize, unfortunately our wait times have been longer then due to high call volumeWe implemented a new phone system on 10/18/hoping it would help disperse the calls betterDue to the fact your last call was on the day that we started the new phone system I truly hope that the "hang up" was really an accidentI am very sorry that it happened to youAs a courtesy to you since we have made this mistake I have manually sent you a prepaid labelYou should receive it in 5-business daysI will accept the freezer back for a full refundWe apologize for any inconvenience this may have caused and if I can be any further assistance to you please feel free to contact me, [redacted] Customer Service Manager [redacted] Ext

From our records MsHess did in fact make the payment of $on March 3, The total of her account before the payment was $So after the payment was made the remaining balance is $ [redacted] Ext

The complaint states having made a $payment by check and when the payment was entered it was keyed for $instead of $10.00.After checking with the credit deptI discovered the payment was applied for $70.00.I was also told that a credit manager by the name of Gen will be contacting MS [redacted] to get information needed to refund the $back to her.I asked about the $overdraft charge and was informed that a copy of the overdraft fee needs to be faxed to IMS accounting at [redacted] .Upon receipt of the copy the $overdraft fee will be refunded as wellI apologize for this error and any inconvenience this may have causedPlease feel free to contact me if I can be of further assistance regarding this complaint.I can be reached by email or at 1-800-704-ext***Debbie [redacted] Customer Service Manager

Regarding case [redacted] for [redacted] zip code ***.The complaint states having been sent and billed for an item from Stoneberry that she did not order.Upon checking it was discovered an operator typed a wrong number and ended up entering the order by mistake.This error was already taken care of and any charges that appeared on MS Vaughn’s account were cleared on 11-28-2016.We apologize for the confusion and inconvenience that was caused.If I can be of further assistance feel free to contact me by email or by calling 1-800-704-ext [redacted] Customer Service

In an email received today [redacted] has agreed to receive replacements for the original order placed back in July of 2015.We would be more than willing to replace with sets of new flatware.Please notify me with the new choices and if available we will replace asapThank you for allowing us to work with you to resolve this matter [redacted] Customer Service

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

Regarding case [redacted] for [redacted] zip code ***.The complaint states MS [redacted] would like to know how much of the monies she has sent in has gone toward each item ordered.Unfortunately our system does not apply monies to items.We are set up like the major credit cards in that monies/payments are applied to the balance on the account.We refer to this as a revolving credit plan.It should be relatively simple to follow the statement that was recently sent to you.You will see any orders placed listed as Invoice, payments listed as payments, finance charges or late fees when payments are lateI understand this is not what MS Carpenter is asking for but this is how our system is set-upIf I can be of further assistance feel free to contact me by email or at 1-800-704-ext [redacted] Customer Service

The complaint states having placed an order for Christmas delivery and after sending the required down payment was told her order would not arrive in time for Christmas at which time she asked to cancel the order.At that time there was a discussion with a customer service agent that resulted in MS [redacted] feeling frustrated and disappointed with StoneberryFirst I would like to apologize for any comments that may have been made that were less than professionalI am looking into this matter and will deal with the agent involvedIn checking the order I found that a refund check was issued in the amount of $and our records indicate the check was cashed and cleared our bank on 1-5-In an effort to show the importance of each and every Stoneberry customer I would like to offer a discount on any one item in the amount of 25% if you chose to order from our Stoneberry catalogPlease keep in mind that if there is a down payment required you would be notified of suchAgain, please accept my apologizes and we look forward to serving you in the futureI can be reached by email or at [redacted] *** If I am not available please call the number and ask for Maria in customer serviceHer extension is *** Sincerely Debbie McDonaldContact Center Supervisor

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.The website is misleading.The most I am willing to pay per month is $ If Stoneberry does not like it, the business can come and pick up the couch [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

On Sun, Feb 14, at 1:AM, Barbara [redacted] < [redacted] > wrote: The problem has been solvedthey have credited my account for the returned fireplaceThank you for your assistance with this matterIn the future, I will check out a business with the Revdex.com before I order.On Sun, Feb 14, at 1:AM, Barbara [redacted] < [redacted] > wrote: The problem has been solved they have credited my account for the returned fireplaceThank you for your assistance with this matter In the future, I will check out a business with the Revdex.com before I order

Complaint Case # [redacted] Complaint states that Customer paid to send defective items backThe Customer requested a return label and was not provided oneCustomer was unaware of the return policy and sent items back past the return policy and the items were sent back to the CustomerResponse:I would like to apologize that you have received items that were defectiveStoneberry strives to make sure that the products we send are in good conditionSometimes the items are shipped straight from the vendor or sometimes mistakes happen and a defective product is sent outWhen a Customer receives a defective product most times they call and let us knowWhen we receive calls that a Customer has received a defective product we make sure to send them a pre paid label because we are aware that it is our mistake that the Customer received a less that satisfactory itemAs you can see I have attached the Stoneberry Return Policy that is located on our website ( www.stoneberry.com ) and in the catalogsThis clearly states that you must return items back within days, and that the items need to be in original, unworn, and new condition After checking our records I do see that you have recently sent back two orders back to usOne you ordered on 3/19/and the other 11/18/2016, both were received 8/3/and sent back to you due to being past the return policyYou are correct, in the past you have sent items back to us outside of the return policy most within days so as a courtesy we accepted them back and gave you a refund.We apologize for any inconvenience this may have caused and if I can be any futher assistance to you please feel free to contact me, [redacted] Customer Service Manager [redacted] Ext

Complaint Case # [redacted] Customer is not receiving products ordered.Due to multiple complaints regarding not receiving products from multiple companies owned by Mason Companies IncI have attempted to call the Customer to better explain why the Customer is not receiving the productsWe are asking for down payments due to the large totals of the ordersI did leave a message asking that the Customer call me back so I can further explain our credit process.We apologize for any inconvenience this may have caused and if I can be any further assistance to you please feel free to contact me, [redacted] Customer Service Manager [redacted]

I do apologize for this lengthy processOnce we receive the information from the Fraud Packet back to us we will be happy to investigate the situation and resolve it as quickly as we canWe do appreciate your patience as we follow the steps to solve fraudulent accounts.We apologize for any inconvenience this may have caused and if I can be any futher assistance to you please feel free to contact me, [redacted] Customer Service Manager [redacted] Ext

Revdex.com:I contacted Stoneberry as soon as started Chemo to make arrangment for the account without any successI spoke with Stonrberry Credit Dept on several occassions before and after the HurricaneThey gave options to pay the past due or send a letter requesting helpThey told me arrangements could not be made over the phone so U needed to send a letterApparently, It's who you speak to in Credit to get correct answer especially when attempting make arrangementI received a call from Strawberry today asking when will I send my paymentI told her I spoke with credit and they told me to send a letterEven the payments they received is incorrectI have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]