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:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 bought a bag of charcoal, and about 50% of the charcoal was dust and rocks. I brought this up with an employee, and she said she would elevate this to the owner. I took the charcoal powder bag and the rocks in a ziplock bag. I left them for the owner to review. I made it clear I did not want my money back; I only wanted them to make it right. I gave her my contact information and was told they would contact me. A week went by, and I did not hear anything. I followed up again in person, and once again, I was told to give them my contact information. I did not hear anything in 2 weeks, so I went in person again to inquire about what the status was. I was met with a very unprofessional employee who told me that they have bought charcoal from the same vendor for years, and they have never had a problem with the charcoal. I told her I brought the proof and once again reiterated that I did not want my money back. Just to make it right. I told her that I was going to file a complaint with BBB, and she said she did not care because her customers did not speak English, so the ******************** complaint was irrelevant to her.

  Business Response

  Date: 07/14/2025

  Hello,

   

  My name is ***** *********, owner of El Ranchero Market located at ********************************************************

  On June 5th, I received a call from one of my business managers to let me know Mr. ****** had went into the business to make a complaint about a bag of charcoal he had purchased a few days back. He brought remains of charcoal he had not utilized out of the total 40 pounds and a bag of perfectly clean rocks he claimed to have found inside of the charcoal bag. A picture of these rocks in the original bag brought to us by Mr. ****** has been attached. 

  During his visit, Mr. ****** was given a charcoal bag weighing 7 pounds to compensate for the "dust" from the original purchase. I would like to clarify that every bag of charcoal, no matter how big or small, will have small pieces of charcoal that have broken off the larger logs. 

  Attentively,

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