Complaints

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• Initial Complaint

  Date:03/29/2025

  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.

  Driver drove into fence and destroyed it along with plants and drove over flower beds. Verns agrees all of this happened but refuses to fix it. Asked for their insurance and drivers insurance which they ignored. Original receipt from purchase included product and delivery fee. Verns created a fake receipt 9 days later putting a disclaimer they were not responsible- this policy was never provided or told to me when purchasing. I purchased in person not online. Driver told me they have had ongoing transmission issues with the vehicle, which caused this. Driver left house knowing I was ten mins away and left scene. Driver called me en route to delivery and I had asked for him to wait for me to get there and he did not. We asked Verns to replace and repair the fence they destroyed and they refuse. Seeking repair and replacement for fence. Have tried since 3/20 date of incident to resolve and they will not.

  Business Response

  Date: 04/05/2025

  Summary of Transaction

  On March 12, 2025, Ms. ****** visited our physical location, received a product recommendation, and placed a delivery order for 11.1 tons of gravel. She opted to pay in full at the time of ordering, using our secure point-of-sale system. A receipt was generated at the time of purchase. Our delivery terms and liability policy are clearly stated on our website (*******************************************************************) and referenced on our delivery invoices.
  

  Delivery and Follow-Up

  Delivery occurred on March 20, 2025. Our driver contacted Ms. ****** prior to departure. She was not available on-site and guided the delivery via FaceTime, directing the driver on where to dump the product. No request to wait was made during this call. After completing the drop, the driver carefully exited but brushed an older section of fence and crossed a portion of overgrown landscaping. He immediately contacted Ms. ****** again via FaceTime to explain what happened. She stated that the damage did not look severe. During the call, our driver ******* mentioned the truck's automatic transmission, which was misinterpreted as a mechanical issue. In fact, the vehicle is fully operational with no transmission problems.
  

  The following day, Ms. ****** contacted our office to express further concern after seeing the area in daylight. We responded promptly by sending a local handyman to inspect the property. He documented the minor damage and recommended replacing the full fence panel for a clean and structurally sound repair. We offered to purchase and deliver a replacement panel from the same retailer she used originally (**********), and we were also willing to install it or allow her to have it installed by someone of her choice. Ms. ****** initially stated she would think it over and may have her landscaper handle it.

  Escalation and Claims

  Later that same day, Ms. ****** sent an email expressing frustration, accusing us of "chiseling" her on the repair, and began posting inaccurate public reviews. She claimed we denied responsibility, created a false receipt, and ignored her request for insurance information. These claims are false:
  

  -A receipt was created at the time of purchase, not later.
  -An invoice/driver's ticket was created the following morning, not 9 days later.
  -Our driver never admitted to any mechanical issue; he mentioned that the truck was automatic, which was misinterpreted.
  -We offered a solution and did not refuse repair; we proactively addressed her concerns within 24 hours. Going beyond our liability release as publicly stated on our website.
  -Insurance information was not withheldwe passed the matter to our provider after the situation escalated inappropriately.
  

  Conclusion
  

  We acted in good faith throughout this process, delivered the agreed-upon product to the customers specifications, and made a prompt, fair offer to resolve minor accidental damage. Once communication became hostile and public misstatements were made, we chose to involve our insurance provider for an unbiased resolution. We stand behind the service provided and our efforts to resolve this matter professionally.
  

  Sincerely,
  
  ******** ***
  Verns Organic Topsoil
  ************
  *******************************************************************************************************