Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/12/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 ordered 1 cord of wood from Rock and Rose Ranch. After stacking what I did receive, I could see that I only received a little over 1/2 cord of wood (4' x 4' x 4'). Additionally there were a lot of short pieces in the load.
  
  I called Rose @ Rock and Rose Ranch and asked for the rest of the cord, informing her that I felt it was 1/3 of a cord short. Rose brought me some more wood but to me it looks like just a bucket full from her tractor.
  
  I specifically ordered a cord of wood from Rose, not a truckload. I do not think that she is serving her customers fairly. I asked for a $91.00 refund.
  
  I will attach the letter that I sent to her - I did not get a response.
  
  thank you,
  
  **** ** ***********

  Business Response

  Date: 12/12/2024

  To Whom It May Concern, 
  We are writing this letter in response to the complaint that was received on 11/12/2024 containing the ID of ********. I delivered wood on Thursday October 3 2024. He later called me to say the wood was short, I told him it was an error on my part, my son was learning how to load the truck, I never checked the load.  I dropped him another couple of scoops with my loader.I did that on October 9 th 2024.  I assumed he was happy. He never called again to let me know it was not enough. If he would have called again or texted me, I would have simply brought over more. At that time, we were under the impression the customer’s concerns were reconciled, however when we received the BBB complaint, 
  We would like to update that the customer was partially refunded on December 12  2024  The $91.00 dollars he requested and an additional $50.00 for the aggravation.
   Please see the record of these credits attached. 
  To ensure the highest quality of satisfaction is met with our customers, we reviewed the size preference and wood type separation with both the team dropping off the wood on our property and the team responsible for splitting that wood. Specifically because of this complaint, we have allocated space on our operations yard to store Spruce so it is never mixed in with the hardwood. There should be no issues in future orders. 
  All my years of delivering and selling wood, I have had only 1-2 complaints, those were taken care of so that my customers were always happy and satisfied. I deliver over 300 cords per year. I am a woman owned and veteran ( my sons) run Farm. I take pride in my product.  
  Thank you 
  Rosemarie P**** *******
  
  

  Business Response

  Date: 12/14/2024

  Hi, 

  I am really concerned about reconciling this complaint. It states that the case was closed without response but we were able to respond. Is there any possible way we could fix this? We would like to ask that our response is included and we can process this as a responeded complaint from us to the BBB?

  -Rosemarie

  Business Response

  Date: 12/16/2024

  Date Sent: 12/12/2024 5:02:55 PM
  To Whom It May Concern, 
  We are writing this letter in response to the complaint that was received on 11/12/2024 containing the ID of ********. I delivered wood on Thursday October 3 2024. He later called me to say the wood was short, I told him it was an error on my part, my son was learning how to load the truck, I never checked the load.  I dropped him another couple of scoops with my loader.I did that on October 9 th 2024.  I assumed he was happy. He never called again to let me know it was not enough. If he would have called again or texted me, I would have simply brought over more. At that time, we were under the impression the customer’s concerns were reconciled, however when we received the BBB complaint, 
  We would like to update that the customer was partially refunded on December 12  2024  The $91.00 dollars he requested and an additional $50.00 for the aggravation.
   Please see the record of these credits attached. 
  To ensure the highest quality of satisfaction is met with our customers, we reviewed the size preference and wood type separation with both the team dropping off the wood on our property and the team responsible for splitting that wood. Specifically because of this complaint, we have allocated space on our operations yard to store Spruce so it is never mixed in with the hardwood. There should be no issues in future orders. 
  All my years of delivering and selling wood, I have had only 1-2 complaints, those were taken care of so that my customers were always happy and satisfied. I deliver over 300 cords per year. I am a woman owned and veteran ( my sons) run Farm. I take pride in my product.  
  Thank you 
  Rosemarie P**** *******
  

  Customer Answer

  Date: 12/27/2024

  Owner of Rock & Rose did get back to me and mailed me a partial refund for the wood purchased from same.

   

  **** ***********

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