Dear [redacted], I am responding to the customer complaint filed on 7/10/2016 with the assigned ID of [redacted]. Here are the details on our side of the matter: Mr. [redacted] came into our business with a need for some building stone for a project at his residence. He placed an...
initial order for some 4” Nicotine building stone along with 5 bags of white masonry and 1 yard of white sand. He stated that he needed it right then and now since he had a contractor at his residence waiting for the materials. We explained to him that there were several customers with orders in front him but we would help him out and get it there quickly. We put his order in front of other customers and shipped the 4 tons of 4” stone and the masonry and sand. He called the next day after delivery and demanded that we come right away and pick up the stone that we shipped because it was the wrong size. He told us that he had ordered the wrong material. He said what he needed was 8” stone instead of the 4” and then he demanded that we drop what we were doing and send employees out there to pick up the material that he ordered incorrectly. I asked him if he had a tractor or loader on site that could load the stone into our dump truck. He said he did not so we explained to him that since the stone was delivered in a bulk quantity with a dump truck, that we would need to send someone over with pallets to stack the stone on so that we could send our pallet truck with forklift to pick them up. He was told that we would need some time to perform that task but we would go ahead and send the order for his 8” building stone so that his contractor would not have to wait. So, we loaded his new order for 8” building stone and called him to notify him that we were on our way. He then told us that he did not need the 8” stone he ordered but what he really needed was 8x8 dry stack limestone blocks. So, we dumped the 8” building stone that we had already loaded and then reloaded the 8x8 dry stack blocks and took them to his residence. We made 2 more trips to his residence with the 8x8 dry stack blocks which completed his order. A day or two after, we sent an employee to his residence with pallets and stacked the 4 tons of 4” stone on the pallets that ordered incorrectly. We then sent our pallet truck and forklift to pick up the pallets of stone. We did not charge him a pick up or restock fee for doing so. Also, he never made an offer to pay us to perform this task nor did he offer to assist in any way even though he ordered the wrong material himself. He states in his complaint that he ordered various amounts of concrete, gravel, and sand. Of these items, he only ordered 5 bags of white masonry cement and 1 yard of white masonry sand from us which we shipped along with his first order of stone. He did not order any gravel from us nor did we sell or ship any gravel to his residence. We were never notified of any need for the excess of these items that needed to be returned. Not sure how he would have 1 yard of sand left over when all we shipped him was one yard. Also, it is not standard practice for us to go back to every job site that we deliver to and pick up small amounts of material that may not have been used. It is more typical for the contractors on site to perform clean up and/or removal of materials on a job site. We only committed to the delivery of materials that he ordered and not final clean up of his project. We can not feasibly send one of our large dump trucks to his residence to pick up a small amount of left over sand. However, he is more than welcome to load the sand in his truck or on a small trailer and bring it to our yard. If upon inspection the sand is not contaminated with foreign objects or materials and it is deemed re-sellable, then we would give him a credit minus a restock fee for the amount of sand he brings back. We have completed our commitment to the cus[redacted]er and shipped all materials that he ordered. It is unfortunate that he has been very difficult to deal with and did not appear to have a grasp on his project and the materials that he needed. Sincerely, [redacted] Owner [redacted]
Complaint: [redacted]
I am rejecting this response because:Dear Mrs. [redacted] I wish to thank you for your kind help in attempting to resolve this matter. Mr. [redacted] has made statements that are incorrect. As far as the Chamber is concerned I wish to close this matter. Mr. [redacted] has indeed harmed me and I may seek redress in another venue. Therfore, thank you again for your help.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I am disappointed Mr. [redacted] denies selling and delivering gravel to me. I am in possession of a receipt initialed by Mr. [redacted] for two yards of gravel June 17, 2017.I will take a picture of the gravel and mail it along with a copy of this receipt to you. In addition I paid for this gravel in advance just like a paid in advance for approximately $2,000.00 of materials from Mr. [redacted]. Frankly, I find his business practices far less than first rate and please inform Mr. [redacted] I will pay to have these materials removed from my back yard and send him the invoice.Thank you for your kind help in this matter.
Regards,
[redacted]
Dear [redacted], I am responding to the customer complaint filed on 7/10/2016 with the assigned ID of [redacted]. Here are the details on our side of the matter: Mr. [redacted] came into our business with a need for some building stone for a project at his residence. He placed an...
initial order for some 4” Nicotine building stone along with 5 bags of white masonry and 1 yard of white sand. He stated that he needed it right then and now since he had a contractor at his residence waiting for the materials. We explained to him that there were several customers with orders in front him but we would help him out and get it there quickly. We put his order in front of other customers and shipped the 4 tons of 4” stone and the masonry and sand. He called the next day after delivery and demanded that we come right away and pick up the stone that we shipped because it was the wrong size. He told us that he had ordered the wrong material. He said what he needed was 8” stone instead of the 4” and then he demanded that we drop what we were doing and send employees out there to pick up the material that he ordered incorrectly. I asked him if he had a tractor or loader on site that could load the stone into our dump truck. He said he did not so we explained to him that since the stone was delivered in a bulk quantity with a dump truck, that we would need to send someone over with pallets to stack the stone on so that we could send our pallet truck with forklift to pick them up. He was told that we would need some time to perform that task but we would go ahead and send the order for his 8” building stone so that his contractor would not have to wait. So, we loaded his new order for 8” building stone and called him to notify him that we were on our way. He then told us that he did not need the 8” stone he ordered but what he really needed was 8x8 dry stack limestone blocks. So, we dumped the 8” building stone that we had already loaded and then reloaded the 8x8 dry stack blocks and took them to his residence. We made 2 more trips to his residence with the 8x8 dry stack blocks which completed his order. A day or two after, we sent an employee to his residence with pallets and stacked the 4 tons of 4” stone on the pallets that ordered incorrectly. We then sent our pallet truck and forklift to pick up the pallets of stone. We did not charge him a pick up or restock fee for doing so. Also, he never made an offer to pay us to perform this task nor did he offer to assist in any way even though he ordered the wrong material himself. He states in his complaint that he ordered various amounts of concrete, gravel, and sand. Of these items, he only ordered 5 bags of white masonry cement and 1 yard of white masonry sand from us which we shipped along with his first order of stone. He did not order any gravel from us nor did we sell or ship any gravel to his residence. We were never notified of any need for the excess of these items that needed to be returned. Not sure how he would have 1 yard of sand left over when all we shipped him was one yard. Also, it is not standard practice for us to go back to every job site that we deliver to and pick up small amounts of material that may not have been used. It is more typical for the contractors on site to perform clean up and/or removal of materials on a job site. We only committed to the delivery of materials that he ordered and not final clean up of his project. We can not feasibly send one of our large dump trucks to his residence to pick up a small amount of left over sand. However, he is more than welcome to load the sand in his truck or on a small trailer and bring it to our yard. If upon inspection the sand is not contaminated with foreign objects or materials and it is deemed re-sellable, then we would give him a credit minus a restock fee for the amount of sand he brings back. We have completed our commitment to the cus[redacted]er and shipped all materials that he ordered. It is unfortunate that he has been very difficult to deal with and did not appear to have a grasp on his project and the materials that he needed. Sincerely, [redacted] Owner [redacted]
Complaint: [redacted]
I am rejecting this response because:Dear Mrs. [redacted] I wish to thank you for your kind help in attempting to resolve this matter. Mr. [redacted] has made statements that are incorrect. As far as the Chamber is concerned I wish to close this matter. Mr. [redacted] has indeed harmed me and I may seek redress in another venue. Therfore, thank you again for your help.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I am disappointed Mr. [redacted] denies selling and delivering gravel to me. I am in possession of a receipt initialed by Mr. [redacted] for two yards of gravel June 17, 2017.I will take a picture of the gravel and mail it along with a copy of this receipt to you. In addition I paid for this gravel in advance just like a paid in advance for approximately $2,000.00 of materials from Mr. [redacted]. Frankly, I find his business practices far less than first rate and please inform Mr. [redacted] I will pay to have these materials removed from my back yard and send him the invoice.Thank you for your kind help in this matter.
Regards,
[redacted]