Angel Rock & Sand

Initial Business Response /* (1000, 8, 2015/10/01) */
Contact Name and Title: *** *** CoOwner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@angelrockandsand.com
My company has had multiple repair and maintenance issues this past two months as well as staff training/development
concerns as a resultI am extremely embarrassed and very apologetic to the customer and would like you to know that this is not the type of business-customer relationship that I am trying to promote by my companyIn regards to this customer's situation/order, I am more embarrassed as I was not made aware of the details of this matter until recently, and up until this past weekend was not aware that any such refund was outstandingI handle all the refunds for the business and customer feedback, etcand have only recently learned of this matter because of the Revdex.com letter, dated 9/21/15, which I did not receive in the mailbox until 9/26/It was a complete and total failure of communication on my companies behalfI sincerely apologize to the customer for the poor/improper service provided, the inability to meet the order, as well as the stresses that accompanied it, as assumed by the magnitude of the community event involvedI do not blame him for taking his concerns to this level and always appreciate any feedback, good or bad, as it is always a key to promote change for the betterI will personally telephone the customer tomorrow and discuss the matter, as well as arrange for my getting him the full refund and also any extra damages that I might be able to assist with as he obviously had to rush for his material to be timely for the event
After looking into this matter and discussing it with the staff involved, as well as reviewing documents, etc., the reason for the delays in delivery and modification in delivery dates was due to mechanical repairs with our commercial big rigThe first day it was a flat tire going out and the next time the actual engine went out in the truck and completely messed up more than orders over the next week, at the leastI will be submitting all this documentation confirming this to the Revdex.com and showing the customer as well, for I completely understand that no one wants to feel like a business is being dishonestLack of communication and multiple issues beyond small repair were rampant during this time and my staff were clearly not provided with ongoing communication and/or properly equipped to deal with such respectivelyHowever, nonetheless, there is no excuse for the lack of communication, the disappointing lack of quality customer service and follow through from my company, as well as the length of time in which it has taken to get the customer any information at alllet alone the required and deserving refundI am very embarrassed at the unprofessionalism that this customer has received and will not make excuses but rather would like the customer to be aware that I am addressing the above issues with heightened training, I have developed separate systems to ensure customer feedback and follow through at timely intervals, I have purchased another semi-truck that will be delivered from the dealership in two weeks, I have reviewed these concerns in staff meetings and am prepared to continue to make diligent efforts to improveI strive to be involved in the community and don't want any customer ever to feel mistreated and/or improperly served
I can only hope that I have answered this customer in full and that I can be able to improve my company enough to prevent such situations in the futureThank you
Final Business Response /* (4000, 11, 2015/10/02) */
I phoned the customer at am at the number provided on the letterI left a detailed voicemail with my numberI also called at 3:pm to the number provided in the customer information I have on documents with my companyI am needing to receive a call back before I can issue a refund, as the customer who made this complaint is not the same name as the customer who made the order for the material and I am needing to know where to send the refundI just wanted to provide an update as to my effortsThank you

Initial Business Response /* (1000, 8, 2015/10/01) */
Contact Name and Title: *** *** CoOwner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@angelrockandsand.com
My company has had multiple repair and maintenance issues this past two months as well as staff training/development
concerns as a resultI am extremely embarrassed and very apologetic to the customer and would like you to know that this is not the type of business-customer relationship that I am trying to promote by my company In regards to this customer's situation/order, I am more embarrassed as I was not made aware of the details of this matter until recently, and up until this past weekend was not aware that any such refund was outstanding I handle all the refunds for the business and customer feedback, etcand have only recently learned of this matter because of the Revdex.com letter, dated 9/21/15, which I did not receive in the mailbox until 9/26/ It was a complete and total failure of communication on my companies behalfI sincerely apologize to the customer for the poor/improper service provided, the inability to meet the order, as well as the stresses that accompanied it, as assumed by the magnitude of the community event involved I do not blame him for taking his concerns to this level and always appreciate any feedback, good or bad, as it is always a key to promote change for the better I will personally telephone the customer tomorrow and discuss the matter, as well as arrange for my getting him the full refund and also any extra damages that I might be able to assist with as he obviously had to rush for his material to be timely for the event
After looking into this matter and discussing it with the staff involved, as well as reviewing documents, etc., the reason for the delays in delivery and modification in delivery dates was due to mechanical repairs with our commercial big rig The first day it was a flat tire going out and the next time the actual engine went out in the truck and completely messed up more than orders over the next week, at the least I will be submitting all this documentation confirming this to the Revdex.com and showing the customer as well, for I completely understand that no one wants to feel like a business is being dishonestLack of communication and multiple issues beyond small repair were rampant during this time and my staff were clearly not provided with ongoing communication and/or properly equipped to deal with such respectivelyHowever, nonetheless, there is no excuse for the lack of communication, the disappointing lack of quality customer service and follow through from my company, as well as the length of time in which it has taken to get the customer any information at alllet alone the required and deserving refund I am very embarrassed at the unprofessionalism that this customer has received and will not make excuses but rather would like the customer to be aware that I am addressing the above issues with heightened training, I have developed separate systems to ensure customer feedback and follow through at timely intervals, I have purchased another semi-truck that will be delivered from the dealership in two weeks, I have reviewed these concerns in staff meetings and am prepared to continue to make diligent efforts to improve I strive to be involved in the community and don't want any customer ever to feel mistreated and/or improperly served
I can only hope that I have answered this customer in full and that I can be able to improve my company enough to prevent such situations in the futureThank you
Final Business Response /* (4000, 11, 2015/10/02) */
I phoned the customer at am at the number provided on the letterI left a detailed voicemail with my numberI also called at 3:pm to the number provided in the customer information I have on documents with my companyI am needing to receive a call back before I can issue a refund, as the customer who made this complaint is not the same name as the customer who made the order for the material and I am needing to know where to send the refund I just wanted to provide an update as to my efforts Thank you