Complaints

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• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called p&l Concrete( I dialed the escalon location phone number). Dispatch in ********** answered my call. I do not remember the **** name she was a female and prior to her answering the automated message did stay every call is recorded. I asked to schedule 60 yard of concrete to be poured a week from today which The *** was able to schedule the 60 yards to ***ort at 6 AM on December 19, 2024. She asked to pay for the full 60 yards delivery a day before the pouring day. I asked what my grand total would come out to, She told me $10,076. I made sure to ask her again if that was everything included taxes and fees, and she confirmed that everything was included. I asked if I can pay in cash at my nearest PNL concrete plant and she said yes. I arrive a day before the pouring, which is December 18 at p&l Concrete Im Escalon, cash in hand. I walk in and explain who I am and how I have Concrete scheduled for tomorrow and was there to pay in full. They accepted the cash a gentleman named *** or *** received the cash from me and counted the four $10,080 in cash in front of me and a couple other Office coworkers that were there. He confirms the ******************** full. I then proceeded to ask if I can add an additional 6.5yards to the 60 yards. ******* and ****** agreed to matching the price of the initial 60yards I had already paid. I proceeded to hand ******* $1000 cash for the additional 6 1/2 yards and I paid the remaining on my debit card at that point ******* stated she would place a hold for additional funds on my card as a deposit. -Additionally i paid $1,572.81 for 6.5 concrete yards.-When initially I paid $10,076-for 60 concrete yards. I called the day after and the day after that to request my refund. Both ******* and ****** stated their firm answer, was no refund is due. I am Very shocked more than anything to find out how this business can, With no remorse whatsoever, just tell me that they do not owe me a refund. Not sure how they are in business.

  Business Response

  Date: 01/14/2025

  The customer came into the office 12/18 afternoon to pay cash for the concrete ordered on 12/19 for 60 yards. She originally was quoted @ $142 per yard (this plays in later).
  Because of job site route, there was a concern with drivers spilling the concrete.
  I wanted to be sure of the exact yardage needed. I didnt want her to get charged an extra clean up fee as well as the job site location being an hour away with time sensitive materials- looking out for the customers best interest.  
  I let the customer know we could drop the load size down to 9 yards and deliver:
  6 loads- 54 yards
  7 loads- 63 yards
  The customer then called her husband and was the middle person between her husband and myself.
  They decided they needed closer to **************** take.
  At this point, I offered to drop the load size down to 9.5 yards and deliver:
  7 loads-  66.5 yards
   
  The customer and her husband agreed to the new amount of 66.5 yards- an even 7 loads.
  I gave the customer a new quote for 66.5 yards. The customer then added hot water to all loads ($5 per yard- $359.93 total) and 1% accel ($12.50 per yard- $382.08) to the last 3 loads.
  Our company had been going through a pricing update and found the order was priced too low. Her order was updated to $151 per yard.
  The customer mentioned she was quoted a lower amount. I found she was correct and was originally quoted @ $142 per yard, our company honored the per yard price.
   
  I then gave the customer a new total including the increased yardage of 66.5 yards, hot water, and accel 1%. We told the customer our company policy is to preauthorize $250 over the quoted amount in case of additional yardage added or stand-by charges. The customer gave a total of $11,000 cash and the remaining balance was to be pre authd on her credit card.
  From this moment in time- Everyone seemed to be on the same page and the customer was happy.
   
  The day after the pour, the accounting team shared with me the customer was upset and felt she was mischarged.  
  Im not sure where the miscommunication happened about pricing because after the customer left on 12/18 afternoon, I thought we were all on the same page.
  In the time frame of Dec 19th and 20th, our accounting team, myself, and two other dispatch agents did an extensive job explaining the charges to the customer.
  I told our accounting team not to charge the accel 1% ($382.08) in efforts to remedy the situation and provide a positive customer experience. The customer was still not satisfied and felt she had been charged too much. 
   
  Ive attached the invoice broken down exactly how the customer is charged.
  The invoice reflects the accel 1% given to the customer for free.
   
  Thank you
   
  ****** ***** | Central Valley Regional Sales Manager

  Customer Answer

  Date: 01/24/2025

  I am rejecting this response because: To whom it may concern
  I would like to start dating the fact that P&L Concrete delivered a total of 66 1/2 yards. The total amount that I was asked to pay was $11,000. I paid the full $11,000 one day before which was December 18, 2024 the concrete was scheduled to be delivered which was delivered December 19, 2024. All the additions included. Warm water, accelerator, delivery fee, and taxes. Yes I was asked for my credit card information which I gladly provided. No a deposit amount to be withdrawn from my bank card was not specified. I trusted them with my debit card information. I attached this email. You will find an image of my receipt for $11,000 cash payment. This receipt was given to me by *******(office clerk). ******* was also the person who took down my bank card information. Attached to that email. You will also find a copy of my bank statement that will just reflect a withdrawn amount done by P & L Concrete for the amount of $572.00. As of today I have not received this refund. There is also a recorded call from P&L Concrete representative and myself. That call confirms everything that I have been saying in these written statements. I have asked multiple times to speak to managers of which I only got transferred. Once manager left me on hold for 30 minutes came back after listening to the recorded. Call and said he would have to forward it to superior for further review. I got no answers, yet again all Im asking is for my refund amount of $572. I dont want this that happened to me happen to anyone else. This is such a huge inconvenience of her chest caused me so much stress and anxiety. I just want whats right. 
  * I apologize in advance, the Receipt proof of payment as well as my bank statement did not fit in this message so I will Email separately.
  Thank you in advance for your attention to this matter.