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:06/01/2025

  Type:Service or Repair 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.

  After the damage was done when delivering the mulch on (May 14th), we called the company on Thursday (May 15th) to inform them of the damage and they didnt want to resolve the issue. We then went to the shop on (May 16th) where we were told to send an email to the owners and ****** wrote out the entire issue on multiple postit notes for the owner to look at. We were also told to email the owners. We have yet to hear back and its now been over a week. We followed up and called the shop on Friday (May 23) and Saturday (May24) and ****** informed us that the owner didnt want to bother making things right, but still havent received a response to our email from the owner themselves. I do want to say, ****** and **** were very sympathetic and amazing and were willing to hear us and wished they could make things right, but its up to the owners. On there about us website page its says: Our core values of hard work, reliability, kindness and integrity drive us daily, no matter how much the industry changes around us.This was not what we experienced sadly. We are hoping they can fix the damages they created. Thank you for you time. I'm attaching the email word doc that was sent to them:

  Customer Answer

  Date: 06/11/2025

  After creating a nextdoor account hoping they would at least respond to that, since they have yet to responded to our email - ***** **** (one of the owners) stated they had not received any contact from BBB. Her response to us/the public indicates that **** **. is not willing to make it right.  Here is their contact info: ************   and   ********************************************************* (directly from their website).   

  Business Response

  Date: 06/12/2025

  On May 14th, we delivered ********************************** the afternoon, to the customers specified location. The delivery instructions on the order form were clear: Please call ahead. Please dump at top of driveway at cone. Our driver followed these instructions precisely,he called ahead and, upon arrival, dumped the mulch at the marked location with the customer present and observing.
  Later that evening, at 5:34 PM, the customer left us a voicemail expressing appreciation for the driver but also concern about a significant crack in the asphalt. They requested a call back to discuss the issue and noted they didnt want to cause trouble.
  Upon returning to work on May 15th, we reviewed the voicemail and spoke with the driver, his helper, and the company owner. The driver reported seeing no damage to the driveway when closing the trucks back doors and mentioned that the customer expressed no concern about damage while he was on site.
  We attempted to contact the customer twice on May 15th (at 10:53 AM and 1:20 PM), with no answer. We successfully spoke with them at 2:52 PM. During that conversation, we expressed our sincere regret for the situation but explained that the delivery was performed exactly as instructed, with the customer present. While we acknowledged their concerns, we reaffirmed our position that there was no negligence or misconduct on our part.
  Despite our explanation, the customer remained dissatisfied and requested another conversation. We honored this request and spoke with them again, reiterating our stance and expressing continued sympathy.
  On May 16th, the customer called again with additional concerns, now mentioning damage to their yard, a cracked pipe, and allegations of reckless behavior by our driverclaims that were not raised during the original complaint. These allegations were unexpected and inconsistent with the initial positive remarks about our driver. Again, we listened respectfully and attempted to address the concerns, though it became evident we would not reach a mutual resolution.
  That evening, the customer visited our store and spoke with employees who were unaware of the full context of the situation.They were advised to follow up via email, which we received on May 19th.Subsequently, the customer appeared at a second location on May 30th.
  While we recognize the customers dissatisfaction, we fulfilled all elements of the order: the mulch was delivered on the agreed-upon date, to the correct address, and placed exactly where requestedwith the customer present and involved. We have made every effort to communicate clearly and respectfully throughout this process and to understand and address their concerns. Unfortunately, we believe we have reached the limits of what we can reasonably do in this situation.
  Following our prior conversations, we became aware that the situation was further shared on a public social media platform several days later. While we understand the right of any customer to express their concerns, we believe that the portrayal of the events on these platforms reflects only one side of the story and does not represent the full context or our efforts to resolve the matter professionally and respectfully.
  Rather than engage in public back-and-forth or respond in kind, which we feel would not be productive or professional, we have chosen to handle this matter directly and with integrity. As a gesture of goodwilland in the hope of bringing closurewe are issuing a full refund for the mulch that was delivered.
  This refund will be sent by certified mail to ensure it is received securely.
  We sincerely hope that receiving the product at no cost offers some resolution and shows that, despite our disagreement on certain aspects of this situation, we value our customers and our reputation above all. Our intent from the beginning has been to deliver quality service and handle all concerns respectfully.

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to us. 

  My response: 

  You are correct, we didnt want to cause trouble, thinking you all would uphold your At ****, we go the extra mile to ensure all our customers are satisfied with their shopping experience.  We were taught to try and resolve issues with kindness and respect first and not be one of those customers who are aggressive right off the bat which is why we didnt want the driver or the spotter to get in any kind of trouble because accidents do happen. When we left the message on the phone, we wanted it to be short and sweet, because we thought we could explain in FAR more detail of the property damage once we actually spoke to someone over the phone.
  Sadly we were met with ZERO acceptance of your responsibility and there definitely was no extra mile to ensure satisfaction from them.  You all werent willing to come out and see the significant damage for yourself when we asked multiple times nor did you all respond to the email that had pictures of the damages and we waited a long time for a response to that email, but NO response was sent to us. When speaking with **** over the phone, we pleaded for him or someone from his company to come to the house and look at the damages, but unfortunately, he said no, no one will be coming to your house.  We also mentioned we had photos and he still didnt seem to care because he never bothered to say something along the lines oh well be happy to look at the photos, please email at But no, we got the worst customer service.  We also suggested returning the mulch and get a refund but he declined as it would apparently cause more damage to our property. We offered to move it to the end of our driveway and for them to pick it up to make it easier for them but that too was declined. We put forth more effort to try and resolve this, so for you to say we had reached the limits of what we can reasonably do. You did NOT try to resolve the issue.  All **** could say was well we delivered the mulch" and when talking about the crack in the driveway his response was "we aren't an asphalt company.  Putting the blame on us for the damages is wildly unacceptable. If youre not an asphalt company we arent a mulch company so why would we know that the ground would be so soaked and that we should have rescheduled the delivery to prevent any kind of damage to the property. For **** to say when we asked him how he would have felt if this happened to his property, his response was I would have known to reschedule the mulch delivery because of all the rain weve had.  There was no sign of sympathy from him and for him to say Im sorry this happened great your sorry, but the damage was still done by your company. Sorry doesnt fix the damage.
  
  The reason why were went to your first location was because we had spoken to **** last year when shopping in your store (and we known how great he is with customers and how truly kind he is) and thought going in person to show the pictures and help get this resolved since the phone calls where weve been consistent in our damage complaints (minus the short and sweet voice message where we didnt want to come out as aggressive and rather speak over the phone about the issues in detail, not through a machine voice message)got us nowhere. We also never changed our story about the pipe (we never mentioned a cracked pipe we said hopefully they didnt crack the pipe) as stated in the email to you and BBB. Since **** didnt seem interested in seeing the photos for himself, we thought to bring the photos to them, which is unacceptable that we had to travel to one of your locations because you all werent interested in coming to ours and seeing it for yourselves. Thankfully **** and ****** were FAR MORE SYMPATHETIC and wished they could make things right.  They also indicated that that particular driver who delivered our mulch does apparently have a bit of a lead foot when leaving a property and doesnt always turn his wheel when there is a curved driveway. The delivery men did absolutely see the damage their truck created and told us to throw some dirt on it.  Thankfully my sister witnessed the entire delivery process from inside the house and as previously stated a landscaper was present and witnessed the delivery; he also expressed concern about how the delivery was handled. Once your truck left our property the landscaper came to see the damage for himself and said they should have known better, so it was clearly witnessed by a few people, myself included. Sadly, **** and ****** informed us that they dont have the power to make things right by the customer only the owners do.  However, as stated before, ****** took plenty of notes of the issue and sent them to ***** and said that we should follow up and gave us a business card that had the email address we should follow up with and attach the photos. 
  
  We followed up as instructed with photos and waited for a response. After waiting a week+  for an email, it was clear we were not going to get a response to hopefully resolve the issue. Because we had not heard back from anyone regarding the email, we decided to take off work for a bit to travel the over an hour round trip to their other location in hopes that we could speak to either **** in person and show them the photos and finally resolve the issue. But we were met again with **** is on the farm. We were willing to wait for him and we asked if we could call him into the office. The answer was no.  We also asked if we could schedule a meeting with him.******* didnt seem interested in scheduling that either. We asked when will someone respond to our email or when will we hear from someone and get this resolved and ******* said she would let **** know about the email and that we stopped by, but didnt answer our question. We left their office and continued to patiently wait for a response after meeting with ******* but we never got that response. So you in fact HAVEN'T made every effort to communicate clearly and respectfully throughout this process.
  
  It was VERY clear from their LACK of customer service that they werent willing to go the extra mile as you claimed on their website.But instead, we literally went the extra mile to try to resolve this peacefully and privately.  We had no other option than to go public with the issue since you werent willing to do anything. We absolutely NEVER wanted it to get to this point but  YOUR negligence and lack of respect to us the customer pushed us to go onto social media and do reviews hoping that others dont suffer the same fate because you clearly didnt display any efforts to resolve the matter professionally and respectfully. We were hoping by posting on social media this would cause you to finally respond and make things right for the damages your company created.  I fail to understand how it was one-sided, maybe its because only one side was trying to resolve the issue and it wasnt yours. You clearly had NO interest in coming to see the damage for yourself or be bothered to respond to our email. I hate to say this, but you attempting to handle this matter with professionalism and with integrity was not witnessed throughout the multiple weeks leading up to us finally going public and posting on social media.
  
   It's sad it got to this point, but you gave us no other choice when all we asked was for you to come and see the damage for yourselves and make things right, but sadly you didnt want to, even after asking multiple times for a site visit.  This could have all been prevented had you just made things right from the beginning.  We understand accidents happen, but its how you deal with it afterwards that speaks volumes as a company.  While the full refund doesnt fix the crater in the lawn, the exposed pipe which hopefully isnt damaged or the cracked driveway all done from your delivery.  However, we accept the refund to compensate us for these damages which will be going towards dirt (which you should have provided automatically)to fill the crater and an inspection for the pipe and repairing the cracked driveway, just so we can end this unpleasant ordeal weve experienced and move forward.
  
  In the future I would recommend your company to do better and treat customers who want to support a local small company with respect regardless of how many years youve been in business. I truly wish you the best of luck with your business. 
  
  Sincerely,
  
  **** and ***** ******