Superior Stone & Fireplace

Superior Stone was hired to blow mulch for Mr [redacted] , a landscaper from [redacted] **.Mr[redacted] worked with our office about the details of these mulch jobs.We were told by Mr[redacted] job wer 15-min from his shop location,we were also told mulch was kept under cover and dry so it could go through our mulch blowing truck,and we were also told that the location would be accessible with our hose no more than feet.We drove to Mr[redacted] s shop and loaded mulch for first install of the day.We were told on the phone it was a fifteen minute drive to customers home,it was a minute drive to customers home.When we got there all beds were not accesible to reach with our hose some over feet.Finally the biggest problem was the mulch Mr[redacted] purchased.The Mulch was soak and wet not covered and dry as he indicated to our office manager.The quality of the mulch was also questionable.This mulch clogged our machine up all day long,causing us excessive wear and tear on our bark blower.we also could not spray in the amount of yardage to mulch being wet and of bad quality.We normally spray in 75-yds per day and only could spray yds of this product.We also could not reach certain areas and had to blow one big pile of mulch and have guy's wheel barrow to locations.We could not do our work correctly do to all of the incorrect information or fibs that were told by Mr[redacted] .Mr[redacted] wanted us to come back the following day to finish,but I told him I could not work under these conditions.Our mulch blowing truck is a very expensive piece of equipment and the mulch conditions and being wet caused way to much wear on our blower truck.I told him we could not return do to these circumstances.My truck is our living and I can't afford to operate under these deceptive terms.Mr [redacted] was not charged for the service that day.We did yards of work for free.There is no out of pocket loss to Mr[redacted] .If we had been told correct information and had dry quality mulch and we could reach all the beds,Mr[redacted] s job could have been done with out any issues.Next time he should tell the truth when he subs a contractor out so the contractor can perform his duties properly,his deceptive information caused these issues

Mr[redacted] purchased a [redacted] *** pellet stove insert in Oct.Mr[redacted] had issues with his stove in Jan and scheduled a service call.When we arrived to do the service our techs were shocked,Mr[redacted] stove had caught on fire and had a hopper fire.The stove was completely clogged and had some serious problems.Superior stone and Fireplace quickly called the [redacted] and fowarded the pics and info from the service call[redacted] told us the stove was neglected of service and not properly being cared for by Mr [redacted] .they also asked what type of pellets were being burned in the unit.Mr[redacted] was asked what type of pellets he burned and said he got them from a big box store[redacted] thought that between a possible bridge pellet and the clogged unit A hopper fire had developed.Superior Stone felt terrible for Mr[redacted] and went to bat for him.Superior Contacted [redacted] and said we have had a few issues this year with multi fuel stoves being converted at the factory and would like to get the parts to rebuild Mr[redacted] Stove[redacted] moved their manufacturing plant last year during the busy season and parts were very hard to come by[redacted] finally got it"s plant up and running in late Feb.early March and stove started being produced again,parts were still not all available.Please [redacted] [redacted] and [redacted] issues and you will see a world of info on last years problems.Superior finally got parts and rebuilt Mr[redacted] stove after the burn season was over.Superiors techs got the stove up and running but It still needed mor parts from the fire[redacted] the manufactuer would not replace Mr[redacted] stove due to the fact,they thought it was complete neglect.After dealing with this and going out of our pocket to rebuild Mr[redacted] stove with no resolution from the manufactuer,Superior decided to give Mr[redacted] A new Stove off the Showroom floor.Superior came out of It's pocket to keep A customer at A cost of $[redacted] did not want to gve mr[redacted] anything and placed the blame on the consumer.Had we just gone by what our manufactuer had wanted Mr[redacted] would have been left with a burnt stove.Superior stone and Fireplace agrees with Mr[redacted] that [redacted] customer service was terrible and we did all possible out of our pocket for him including giving him a new stove,for what was questionable owner operator error

Superior Stone has given Mr[redacted] A new stove out of Our pocket.As stated in my response the manufactuer will not stand by Mr [redacted] complaints against their stove.Mr[redacted] stove was in such bad condition and completely clogged.We took more ash out of that stove than I have ever seen in a stove in years.The stove itself is not to blame,when there is complete neglect on customers end.We stood by stove due to issues we have had in the past from [redacted] last year and because we felt bad for Mr [redacted] .Superior Stone And fireplace has done all it can due to help include giving Mr[redacted] A new stove that he has.It has been installed and he is using it.We can not do anymore for this customer.we do not make the stove and we are not the end user who neglected his duties in cleaning and taking care of the unit

Complaint: [redacted] I am rejecting this response because: I purchased the stove from Superior Stone and Fireplace, LLC in October and had problems with it functioning properly from date of purchase In January 2014, the stove ceased to work completely Multiple members of my household can attest to the fact that I regularly maintained and cleaned the stove per manufacturer recommendations; the stove was never neglected The hopper chute would begin to clog immediately after being filled; even after thoroughly cleaning the stove Various forms of “ultra-premium” pellets were used in the stove, including pellets purchased from Superior Stone and Fireplace, LLC; all resulting in hopper problems I am thankful for Superior’s efforts to communicate with the manufacturer, although a manufacturing plant moving is not an excuse for a customer to go without a working product for the majority of a heating season I am willing to try their solution of replacing the defective stove with one of the same make and model off their showroom, as long as the replacement product and its installation are covered under warranty Should the replacement fail to work properly; I am requesting a full refund of my money Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I said very clearly and on numerous occasions back from the very time a quote was given to me that I wanted to be put down on the schedule immediatelyYes I was going to pay cash but I stated repeatedly if they needed a credit card or check I would be happy to give it to them to hold my rightful placeI also told them I would be happy to drive down and give them a cash deposit if someone didn't want to come get itIf it was so important why didn't that happen? The answer is...because I was completely ignored and they just carried on with bigger jobsSo I of course reject this response as it is just more of the same lame excuse they usedThey kept making up reasons and excuses as the entire spring/summer season passed, stringing me along, and ignoring meRead my previous post for all the detailsI certainly do deserve this apology.You can go ahead and close this ridiculous case...I am nauseated by itHopefully others will be aware of this poorly run businessFor all I know their actual landscaping work might be good...but as I said we never got that far because of the awful communication, ignoring, delaying, and poor business managementWe could never get past point AI lost the entire season...this was a terrible experience...and I'd like to put it behind me now [redacted]

Complaint: ***
I am rejecting this response because:
It is irrelevant as to the amount of other business that Superior Mulch claims he does or the length of time he has been in business.Neither address his lack of attention and professionalism in my caseWe too work with a lot of subs and we have a perfect track recordIts how you deal with a tough situation that makes or breaks your company.
A bad situation can arise for any one of us in business but following through on a promise is far more important than money
The new blowing company commented on how well our material flowed through their equipment, so again another round of excuses from Superior.
Sincerely,
*** ***

For the second year straight this company has not delivered the mulch on time Furthermore I never received a phone call from them and when I called it was the same old excuse that they were backed upI made the appointment in march to have them install the mulch before my Memerial Day picnic They told me they would be there on May and now will not be there until after Memorial Day Completely unprofessional and I do not recommend this company

Complaint: ***
I am rejecting this response because:I said very clearly and on numerous occasions back from the very time a quote was given to me that I wanted to be put down on the schedule immediatelyYes I was going to pay cash but I stated repeatedly if they needed a credit card or check I would be happy to give it to them to hold my rightful placeI also told them I would be happy to drive down and give them a cash deposit if someone didn't want to come get itIf it was so important why didn't that happen? The answer is...because I was completely ignored and they just carried on with bigger jobsSo I of course reject this response as it is just more of the same lame excuse they usedThey kept making up reasons and excuses as the entire spring/summer season passed, stringing me along, and ignoring meRead my previous post for all the detailsI certainly do deserve this apology.You can go ahead and close this ridiculous case...I am nauseated by itHopefully others will be aware of this poorly run businessFor all I know their actual landscaping work might be good...but as I said we never got that far because of the awful communication, ignoring, delaying, and poor business managementWe could never get past point AI lost the entire season...this was a terrible experience...and I'd like to put it behind me now
*** ***

We apologize for the inconvenience that we may have caused during this timeSuperior Stone had multiple masonry jobs that had deposits and were contracted prior to Linda's estimate to install mulch and decorative stoneLinda never committed to the job with a deposit because she was going to pay
cashRegardless, we had jobs scheduled ahead of hers that needed to be completedShe was told it would be at least four weeks from the time of the booking - not from the time the estimate was doneWe had a large job that the customer kept expanding all the way on the other side of the stateWe were obligated to finish this job - we could not walk away in the middle of a job to complete anotherUnfortunately, we cannot always predict how long any job will take, especially when the customer keeps adding moreWhen we were ready to do her job, we reached out to her to schedule and she refusedWe apologize that we could not complete it in the time frame that she had wanted, but we had other contracts besides hers that also needed to be completed in the order that they were bookedAgain, we apologize for any inconvenience

The response from Mr.*** is again deceptive.We have been in business for two decade and are subbed out by many firms to do mulch blowing work.We have just completed large proje** fir both the state of **, and lots of othe commercial contra**ors includinghar *** ***,*** *** and so many more.I clearly laid out the reasons why we had to pull off Mr.***s job.I can not afford to put my $100,mulch blowing truck in jeopardy.I feel the reasons I listed ecspecially running a low quality soaking wet mulch through our truck which can cause clogging and the machine to break down would be logical enough.Going back to finish the next day wan't going to change the quality or the conditions of the produ**.We would have been in the samer boat as the day before.Thank You Again

Complaint: ***
I am rejecting this response because: It is irrelevant as to the amount of other business that Superior Mulch claims he does or the length of time he has been in business.Neither address his lack of attention and professionalism in my caseWe too work with a lot of subs and we have a perfect track record.Its how you deal with a tough situation that makes or breaks your company. A bad situation can arise for any one of us in business but following through on a promise is far more important than money The new blowing company commented on how well our material flowed through their equipment, so again another round of excuses from Superior.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:There was zero communication between our firm and his office on the blowing day There was not any deceptive terms used in any way shape or form Superior mulch had a list of jobs with addresses two weeks in advance He should have mapped distance if that is such a big concern Superior also stood by while mulch was loaded into their truck so if it looked to wet they should have said something The lack of response until now is unacceptable We were up front and honest about the jobs we contracted We are at a financial loss for manpower wasted (waiting around for their firm to show up ) and having to hire a firm to finish what they started at a much higher rate. Customers job was left half done, period.No Proffesional does not finish what they start and then make excuses later The excuses and reasons listed are poor and an attempt to make himself whole again in the eyes of the Revdex.comFor me it does not cut it
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I said very clearly and on numerous occasions back from the very time a quote was given to me that I wanted to be put down on the schedule immediatelyYes I was going to pay cash but I stated repeatedly if they needed a credit card or check I would be happy to give it to them to hold my rightful placeI also told them I would be happy to drive down and give them a cash deposit if someone didn't want to come get itIf it was so important why didn't that happen? The answer is...because I was completely ignored and they just carried on with bigger jobsSo I of course reject this response as it is just more of the same lame excuse they usedThey kept making up reasons and excuses as the entire spring/summer season passed, stringing me along, and ignoring meRead my previous post for all the detailsI certainly do deserve this apologyYou can go ahead and close this ridiculous case...I am nauseated by itHopefully others will be aware of this poorly run businessFor all I know their actual landscaping work might be good...but as I said we never got that far because of the awful communication, ignoring, delaying, and poor business managementWe could never get past point AI lost the entire season...this was a terrible experience...and I'd like to put it behind me now
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],
 
I have accepted Superior’s
replacement stove under the condition that the replacement stove is warrantied. 
Should the replacement stove fail
to work properly; I expect a full cash refund from Superior. 
Sincerely
[redacted]

Superior Stone has given Mr.[redacted] A new stove out of Our pocket.As stated in my response the manufactuer will not stand by Mr. [redacted] complaints against their stove.Mr.[redacted] stove was in such bad condition and completely clogged.We took more ash out of that stove than I have ever seen in a stove in 8 years.The stove itself is not to blame,when there is complete neglect on customers end.We stood by stove due to issues we have had in the past from [redacted] last year and because we felt bad for Mr. [redacted].Superior Stone And fireplace has done all it can due to help include giving Mr.[redacted] A new stove that he has.It has been installed and he is using it.We can not do anymore for this customer.we do not make the stove and we are not the end user who neglected his duties in cleaning and taking care of the unit.

Complaint: [redacted]
I am rejecting this response because:
 
I purchased the stove from Superior Stone
and Fireplace, LLC in October 2013 and had problems with it functioning
properly from date of purchase.  In
January 2014, the stove ceased to work completely.   Multiple members of my household can attest
to the fact that I regularly maintained and cleaned the stove per manufacturer
recommendations; the stove was never neglected. 
The hopper chute would begin to clog immediately after being filled; even
after thoroughly cleaning the stove. 
Various forms of “ultra-premium” pellets were used in the stove,
including pellets purchased from Superior Stone and Fireplace, LLC; all
resulting in hopper problems. 
 
I am thankful for Superior’s efforts to
communicate with the manufacturer, although a manufacturing plant moving is not
an excuse for a customer to go without a working product for the majority of a
heating season.   
 
I am willing to try their solution of
replacing the defective stove with one of the same make and model off their
showroom, as long as the replacement product and its installation are covered
under warranty.  Should the replacement
fail to work properly; I am requesting a full refund of my money.        
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
There was zero communication between our firm and his office on the blowing day 
There was not any deceptive terms used in any way shape or form 
Superior mulch had a list of jobs with addresses two weeks in advance 
He should have mapped distance if that is such a big concern 
Superior also stood by while mulch was loaded into their truck so if it looked to wet they should have said something 
The lack of response until now is unacceptable 
We were up front and honest about the jobs we contracted 
We are at a financial loss for manpower wasted (waiting around for their firm to show up ) and having to hire a firm to finish what they started at a much higher rate. 
Customers job was left half done, period.
No Proffesional does not finish what they start and then make excuses later 
The excuses and reasons listed are poor and an attempt to make himself whole again in the eyes of the Revdex.com
For me it does not cut it 
Sincerely,
[redacted]

Superior Stone was hired to blow mulch for Mr [redacted], a landscaper from [redacted].Mr.[redacted] worked with our office about the details of these mulch jobs.We were told by Mr.[redacted] job wer 15-20 min from his shop location,we were also told mulch was kept under cover and dry so it could go...

through our mulch blowing truck,and we were also told that the location would be accessible with our hose no more than 275 feet.We drove to Mr.[redacted]s shop and loaded mulch for first install of the day.We were told on the phone it was a fifteen minute drive to customers home,it was a 40 minute drive to customers home.When we got there all beds were not accesible to reach with our hose some over 300 feet.Finally the biggest problem was the mulch Mr.[redacted] purchased.The Mulch was soak and wet not covered and dry as he indicated to our office manager.The quality of the mulch was also questionable.This mulch clogged our machine up all day long,causing us excessive wear  and tear on our bark blower.we also could not spray in the normal amount of yardage to mulch being wet and of bad quality.We normally spray in 75-100 yds per day and only could spray 20 yds of this product.We also could not reach certain areas and had to blow one big pile of mulch and have guy's wheel barrow to locations.We could not do our work correctly do to all of the incorrect information or fibs that were told by Mr.[redacted].Mr.[redacted] wanted us to come back the following day to finish,but I told him I could not work under these conditions.Our mulch blowing truck is a very expensive piece of equipment and the mulch conditions and being wet caused way to much wear on our blower truck.I told him we could not return do to these circumstances.My truck is our living and I can't afford to operate under  these deceptive terms.Mr [redacted] was not charged for the service that day.We did 20 yards of work for free.There is no out of pocket loss to Mr.[redacted].If we had been told correct information and had dry quality mulch and we could reach all the beds,Mr.[redacted]s job could have been done with out any issues.Next time he should tell the truth when he subs a contractor out so the contractor can perform his duties properly,his deceptive information caused these issues.

We apologize for the inconvenience that we may have caused during this time. Superior Stone had multiple masonry jobs that had deposits and were contracted prior to Linda's estimate to install mulch and decorative stone. Linda never committed to the job with a deposit because she was going to pay...

cash. Regardless, we had jobs scheduled ahead of hers that needed to be completed. She was told it would be at least four weeks from the time of the booking - not from the time the estimate was done. We had a large job that the customer kept expanding all the way on the other side of the state. We were obligated to finish this job - we could not walk away in the middle of a job to complete another. Unfortunately, we cannot always predict how long any job will take, especially when the customer keeps adding more. When we were ready to do her job, we reached out to her to schedule and she refused. We apologize that we could not complete it in the time frame that she had wanted, but we had other contracts besides hers that also needed to be completed in the order that they were booked. Again, we apologize for any inconvenience.

Complaint: [redacted]
I am rejecting this response because:I said very clearly and on numerous occasions back from the very time a quote was given to me that I wanted to be put down on the schedule immediately. Yes I was going to pay cash but I stated repeatedly if they needed a credit card or check I would be happy to give it to them to hold my rightful place. I also told them I would be happy to drive down and give them a cash deposit if someone didn't want to come get it. If it was so important why didn't that happen? The answer is...because I was completely ignored and they just carried on with bigger jobs. So I of course reject this response as it is just more of the same lame excuse they used. They kept making up reasons and excuses as the entire spring/summer season passed, stringing me along, and ignoring me. Read my previous post for all the details. I certainly do deserve this apology.You can go ahead and close this ridiculous case...I am nauseated by it. Hopefully others will be aware of this poorly run business. For all I know their actual landscaping work might be good...but as I said we never got that far because of the awful communication, ignoring, delaying, and poor business management. We could never get past point A. I lost the entire season...this was a terrible experience...and I'd like to put it behind me now.
[redacted]