Saunders Landscape Supply

I reject the businesses response because he did not bother to inspect the delivery beyond commenting on the large tile pieces that were left out for him to look atDon further stated that he wasn't worried about the delivery because Saunders Landscape has over satisfied customers on [redacted] listI have attached pictures of the quality of the organic/topsoil delivered

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:There is no attempt to a resolution in MrSaunders response, such as inspecting the actual product I receivedas I was told would happen in my first contact with MrSaunders officeMrSaunders continues to disregard my concerns that I did not receive the product I ordered accordingto the pictures and descriptions of the product on his websiteMrSaunders has since been unavailableto take the additional two calls I placed to him and has not returned those callsSo I still feel that the customer service and product I received from MrSaunders is inferior of a Revdex.com accredited business Regards, [redacted]

This to acknowledge that the complaintant has rejected my responseHaving responded to the same concern numerous times I have nothing further to say Don Saunders President Saunders Landscape Supply

Unfortunately the only way to determine the quantity is to gather it all back together and place it in one pileUnfortunately that is not practical or feasible Saunders Landscape Supply makes between and deliveries on an annual basis and it is very rare that the quantity is in questionTrying to determine the amount after distribution is like taking a gallon bucket or water, dropping it in a parking lot, and asking how much water is on the pavementThe answer would be I do not know [redacted] Saunders President Saunders Landscape Supply

Attached please find a copy of the online order made by [redacted] Also attached is a copy of the receipt for the order Our driver ordered and received tons of bluestone from [redacted] s in [redacted] , MarylandThe product type and quantity were confirmed by both the loader operator and the driver, who has been employed by Saunders Landscape Supply for years Five cubic yards of bluestone gravel was ordered by the client and delivered by Saunders Landscape Supply from [redacted] s in [redacted] Maryland( see attached )

From: [redacted] ]Sent: Wednesday, March 4, 11:AMTo: ' [redacted] 'Subject: Re: Mediation with [redacted] ***Hi ***,This firewood delivery was made months agoSince then Mr [redacted] has appealed to his credit card company on two occasions, been to the Revdex.com more times than I can count, [redacted] List, and the Attorney General of the Commonwealth of Virginia.As indicated to Mr [redacted] several months ago, I politely decline the invitation to mediatePlease consider this case to be closed

Saunders Landscape Supply only delivers bulk landscaping materialsWe do not have any retail locationsWe arrive on site at the manufacturer and bring the product to the end user All of the pictures posted on line are the best representation of the productsHowever, they are all natural products and the colors will vary from delivery to deliveryThe office personnel of Saunders Landscape Supply would never state that the product would be identical to the picture, as they know that there is a varianceI spoke with Tracy would took Mr [redacted] 's orderShe stated that she never indicated that the photo would be identical I have also spoken to the driver, MrTim J***, who said that Mr [redacted] was home at the time of deliveryHowever, MrJ [redacted] stated that Mr [redacted] saw the product after the doors were open and prior to it being dumpedAt no time did Mr [redacted] express that the product is not what he wanted, nor did he tell MrJ [redacted] to stop the delivery process I have attached the pictures of the [redacted] productThe website indicated that it is identical to pea gravel, just that it is largerThe website states that pea gravel and [redacted] are cream and tan stone and that the color may vary depending on quarry Mr [redacted] showed me material that he said was delivered previously by LuckstoneThat material was small river jack and contains no tan, cream, beige, or brown colorIt is also listed on the website of Saunders Landscape Supply and I have included a picture and description of it In summary, Mr [redacted] ordered and was delivered cubic yards of [redacted] gravelAt no time was he advised that the picture on the website would be identical to what would be deliveredAdditionally, at no time during the delivery process did he advise the driver to stop, even though he was fully able to see the productSaunders Landscape Supply's delivery policy is attachedPlease note that all sales are FINAL - No returns Don Saunders President Saunders Landscape Supply

Based upon the specifications of blue stone the client received the proper productMr Saunders spoke to *** on different occasions regarding this matterAdditionally, *** has spoken to different personnel within the office, and received a telephone call from the lab technician from *** ***s in ***, Mdto answer any questions or concerns that she hadblue stone gravel was ordered and blue stone gravel was delivered
*** Saunders
###-###-####

***,
Thank you for taking the time to speak with me today As we discussed, please see the attached pictures This was the evidence that *** was attempting to take with him His repeated requests to "see" the evidence were actually attempts to "take" the evidenceI offered to meet *** in person during the week, during regular business hours, but he declined because he said that he lived in ***, MD
This was the evidence from the first half of the mulch There is much more *** made no attempt to replace the mulch, clean the garbage out of it, or make any concession At this point, I understand that you must close the complaint and that *** is not likely to make any concession But I would like the file to note that the company did not make a good faith effort
Thank you for your help
***

There are mechanisms that Saunders Landscape Supply uses to ensure that the proper quantity is deliveredFirst, the loader operator obtains the proper quantity from the driver of the truckSecond, when a delivery is made the driver is responsible for measuring the quantity that is dropped in one
pile
If there is an alleged shortage Saunders Landscape Supply dispatches a representative immediately upon notification prior to the product being spreadThis allows the representative to accurately measure the pile and to confirm what quantity has been delivered
However, once the mulch has been dispersed that measurement can no longer be taken
According to our records cubic yards of black mulch was ordered and delivered
*** Saunders
President
Saunders Landscape Supply
###-###-####

The client took delivery of the mulch on April 24, and called on Friday April in the afternoon to express concern that there was debris in the mulchI returned the call and requested that the debris be left on the front porchI went to the residence on Monday April at 8:am
Approximately cubic yards of the cubic yards that was delivered still remained in the drivewayI looked throughout the pile and did not see any debris, nor did I see any debris on the front porch as I requestedI immediately called the member, left a voicemail, and did not hear back
I then received an e mail days after my initial visit/ telephone message inquiring about the situationI requested that the debris be left out I order that I could observe it and the client politely declinedI explained that the raw material used to make mulch either comes from a tree service company or a land clearing companyIn either case there could be some debris, as humans may travel in the woods prior to the clearing/ excavation processWhile debris does not occur frequently, it is not uncommon
After asking the question on Google, how many cubic feet are in a plastic grocery bag? I learned there is .4, i.efour tenths of oneThe original pile of mulch that was delivered was cubic feetJudging from the pictures the bag was significantly less than half way fullTherefore, cubic yards of mulch were delivered, with various debris amounting to yards, or percent was mulch and percent was debrisThe client requested a complete refund and that the mulch be retrievedMy response was that all sales were final and that based upon the minimal debris I regret that we are unable to retrieve the product or offer a refund of any sort
*** Saunders
President
Saunders Landscape Supply

I take offense to the allegation that what I said was untrueThis business is built on honesty and integrityMy honesty is what has built this business to where it is for the past yearsThat is why we are A+ with the Revdex.com and have earned the *** *** Super Service Award for the 4th consecutive yearMr*** has buyers remorse and is falsifying facts regarding the transaction in his efforts to obtain a refund or secure a returnAny representative of the Revdex.com may call Tracy M***, Customer Service Representive at ###-###-#### to inquire what was said during the ordering processThey may do the same with the driver, Tim J***At no time did MrGarrson request MrJ*** either to stop dropping or not drop the product at allEach and every year Saunders Landscape Supply makes between 6,and 7,deliveriesInvariably there are several clients who have buyers remorseThis appears to be oneUnfortunately the product is not returnableDon Saunders
President
Saunders Landscape Supply

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I'm sorry MrSaunders takes offense at what I had to say. It was not my intent to offend. But the fact remains, what was said was said. I was definitely told what I've written in my complaint. While MrSaunders was on my property he said it was a "he said she said" complaint. MrSaunders is not the only one with integrity. I could take the same offense he has by saying that by refuting what I have to say is in fact calling me a liar. I know what I was told, I was very specific on the phone asking the order taker about the colorI was not given a chance to reject the delivery. At no time did the driver tell me I could reject it. When the driver opened the back door of the truck several cubic feet of the rock spilled out. I immediately told him the rock was incorrect, the wrong color. He said it would look nice on my property and proceeded to dump the load. If he said I had the opportunity to reject the load I would have done soIt would seem we're at an impasse here. What is the next step?
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I disagree with MrS*** because ONLY 1/cord was delivered, as he inspected and agreedI can understand if it was just shy of a cord, I wouldn't have pursued it to this extent if that were the case, but since it was exactly 1/cord shortThis tells me that either the wrong amount was loaded or my order was delivered to someone else, but either way only 1/cord was deliveredAs stated earlier my neighbor can attest to the size of the pile that was delivered, and that the size did not decrease in size until it was stacked on SundayI am 100% certain that only 1/cord of wood was delivered and I would not take it to this extent if I wasn't 100% certainI don't understand how Saunders calculate how much wood dumped into the truck would make a cord? I do understand that MrS*** was out of the country during this time and may not be aware of the weather at this time. There was significant amount of snow and ice starting on Friday before they delivered, which could make a big difference depending on how it is measuredIf they figure a cord of wood by weight, it would weigh more when wet and snow/ice packed in, and therefore would be the incorrect amount of woodOr if it's how many front loader buckets would equal a cord, they could be picking up the ice and snow, which could make it seem that they got the right amount
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I am unable to view the photographic evidence that they state they have uploaded that shows the border slates away from the driveway, so I can't speak to those photos,, however, they are once again misrepresenting the facts as in my photographs it is clearly evident where the truck ran over the wall and where the stones are no longer properly alignedThey state:
"The bluestone slates are irregularly shaped and jaggedTherefore they are not uniformI have attached pictures of the border slates away from the driveway and off of the grass areasPlease note that they are not flush or in line due to the shape of the materialTo expect that the bluestone slates can be place in the exact position prior to the truck hitting them is both unreasonable and impossible."
They once again admit to damaging my property, and also state that the stone wall no longer looks like it did previously Yet, they state it is both unreasonable and impossible for them to restore my wall to how it looked prior to the damageIf you look at the pictures I submitted, you will see the bluestone slate is quite uniformly stacked in clean lines in all areas around the wall EXCEPT where the truck ran them over and damaged the wall This is exactly what I want repaired Since the truck damaged the stone and it is now misaligned and doesn't look like the rest of the wall, I do expect the bluestone slates to be repaired so that the wall appears as it did prior to the truck damaging them
They claim it is "unreasonable and impossible" to repair the wall so it looked like it did prior to the damage It is not unreasonable to ask that they fix damage to my wall they caused so it appears as it did prior to the damage, and it is not impossible to fix the wall, when the wall was first built, it had very clean lines, so obviously it can be fixed to look like that once againPlain and simple, I request the wall is fixed so it looks like it did prior to the damage caused by the truck, with the stones being properly aligned like the rest of the wall that was not run over by the truck
Regards,
*** ***

After receiving the clients concern I personally visited the residence to inspect the topsoilI found the product to be of satisfactory quality and consistent with the material that has been delivered by Saunders Landscape SupplySaunders has earned the *** List Super Service Award for the past
years by delivering this type of materialAll of the topsoil is screened to 1/inchIf pieces are oblong then they may be larger than 1/inchThe debris that was present easily fit in the palm of my hand
The client has been placed in an inactive statusIn order to be deleted from e mail the opt out button should be selected
Don Saunders
President
Saunders Landscape Supply

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Delivering bulk mulch is an imprecise business: it is quite literally dumped from the back of a large truck A little too great or small of an angle will greatly affect how much of a load is dumped/delivered
Saunders clearly had difficulty meeting its delivery requirements on April 4th: both our order and our neighbors order were to be delivered that day We received our order at about PM (though I took the day off work to receive the order, by the time it came, no one was home); our neighbor did not receive their delivery until the next morning and received a call from Saunders stating that a truck had broken down
We had a high level of trust and confidence in the Saunders name when we placed our order for mulch (in late February!) Saunders was happy to process our credit card payment when we placed the order for mulch on February (and again on March 25th when we UPGRADED our order to black mulch); however, they are somehow unable (or unwilling) to send a representative to survey "distributed mulch" They use a "Material Calculator" on their website to help customers to determine how much mulch they'll need, but somehow or another, they are "helpless" once a customer has distributed mulch, even when the mulch is a different color, and more disturbingly, even when the customer is a loyal and repeat customerTwo (Latin) words for other loyal/repeat or possible customers of Saunders: Caveat Emptor! Before you stick so much as a toothpick into that pile of mulch (or topsoil, gravel, sand, firewood, or anything else delivered in bulk): Call Saunders! Have them send a representative to measure & make sure you got what you paid for!
Regards,
*** ***

One cord of firewood was ordered and delivered on Monday, January 6, 2014. Both the driver and loader operator are responsible for confirming that the proper quantity is delivered. In this case they both did so. On Sunday, January 12 an e mail was sent by the client indicating that a full cord was...

not delivered. I personally went to the clients house to inspect the wood. Only 1/2 cord was stacked behind the house. The firewood had been left in the driveway for 6 days prior to notifying Saunders of the alleged shortage. It appeared as if firewood had been taken/stolen during this time, as Saunders delivered a full cord of firewood, yet only 1/2 cord was present behind the clients home. When asked why Saunders was not contacted immediately concerning the alleged shortage the client could not or would not provide an answer. I realize that we may not ever serve this client again. However, if there is an alleged shortage contact should be made immediately. We will not be held accountable for alleged shortages that are not reported in a timely fashion.
Don S[redacted]
President
Saunders Landscape Supply

This to acknowledge that the complaintant has rejected my response. Having responded to the same concern numerous times I have nothing further to say.
Don Saunders
President
Saunders Landscape Supply