ComplaintsforCobra Stone, Inc.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought stone from Cobra with a written and verbal agreement to have it delivered in two different deliveries. All stone showed up at once. When I called, ownership told me they changed their mind and couldn't deliver in two different shipments. 180 degree difference from agreement.

  Business response

  08/20/2024

  **************** is making a complaint today 8/20/24 for a purchase that was ordered, paid for and delivered on 6/17/24. This is the first time Cobra Stone has transacted business with ****************. Cobra Stone DOES NOT do take offs for customers. The customers must provide us with their ********************** selection and quantity at the time they place their order.We completely rely on the customer for this information. On 6/6/24 **************** contacted Cobra Stone to place an order. Our sales *** created an estimate for the order per ******************** request. **************** signed the estimate to approve and accept the order quantity and selection (ATTACHED). This began the production of Mr. ******* order for 76 tons of natural stone. On 6/17/24 the order was generated to an invoice (ATTACHED) so that the customer could pay for the materials and so that materials could be delivered. The customer also paid on 6/17/24 approving the delivery of the materials (ATTACHED). As far as we were concerned this order was completed satisfactorily. Today 8/20/24, two months later, **************** contacted us and spoke to our company President insisting that we go and pick up the EXTRA material he has left over on his jobsite. The President declined this request as we do not pick up extra material. It is written on our Estimates and invoices that All Sales are Final and there are No returns/credits for extra material. We explained to **************** that his order was placed, signed and approved and we delivered as agreed. An exception of this kind could potentially result in quality concerns not knowing if the material was damaged or exchanged with a different supplier during the time period the material was not in our possession. We would never put another customer at risk of being provided with potentially defective materials once it is no longer in our possession. The protection verbiage on our invoice states We are not responsible for material once it leaves our property. All of this verbiage legally protects us as the seller as well as our clientele. The complaint made today on the basis of a delivery misunderstanding is entirely contrary from the conversation that took place today between the President and ****************. Furthermore, Cobra Stones position remains the same,we respectfully decline to pick up any materials for the very reasons we have explained in this response. Thank you.

  Customer response

  08/20/2024

  Complaint: 22168671
  
  I am rejecting this response because:
  Cobra's official sales **** ******, know negotiated this entire transaction, clearly promised to deliver the materials in two separate deliveries - half to start and the rest TBD.  Not only did the only reneg on that after delivery had already been started, he informed me that his own Salesman didn't have the authority to authorize that - after the stone had already been paid for and delivered.  This negated our ability to adjust our quantities as needed and resulted is excess stone being ordered and delivered.  My original complaint remains 100% valid.

  
  Regards,
  
  *********************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Tiger landscaping (owned by Cobra Stone) delivered extremely poor service after I purchased 14yards of topsoil and 4 tons of river rock. When I first inquired about the availability of the supplies I made sure to inform the sales representative named **** that I needed these items to be delivered on Friday after 12pm given I was to attend a funeral that morning and nobody would be home to receive the delivery.After multiple back and forth calls we finally agreed on a 3pm delivery time.After confirming various times I was completely shocked when at 10am I see (2) dump trucks at my house.We tried to communicate with the delivery guy (who did not speak English) through our Ring camera after he knocked on our door to tell him nobody was home and that we needed them to come back.Furthermore we instructed him to please contact ****, the salesman, however he completely ignored our request & proceeded to dump the soil in our yard!We had intended to have these items delivered and placed on our driveway. However the negligence and poor delivery service resulted in what is now my damaged front yard sod & broken sprinkler thanks to the weight of the dump truck that rolled onto my yard.My husband and I were forced to leave the funeral early & drive to the office to speak to the salesman directly to explain how unhappy we were with the entire delivery process & the fact that that they did not abide by the agreed time and delivery instructions.All he did was ignore & lie to us about how it was out of his control. When we requested a refund for the damage caused to our home he refused to do so.When we asked him to personally come to our home to assess the damage he lied & said that he would. We continued to be adamant about getting a refund for the poor delivery which led him to lie to us further and say that he would refund us in cash in person.I even made him sign an agreement but he never showed up to our house and ignored our calls from then on. Video evidence is available

  Business response

  07/12/2023

  We have reached out to homeowner multiple times to resolve the issue.  The customer has been in direct communication with the President of Cobra Stone since the day of the incident. The President was told not to worry about repairing any damages until after the 4th of July since the homeowner would be unavailable due to a funeral. The President contacted the homeowner again today 7/12 in an attempt to resolve this complaint and was told by the homeowner that he and his family have COVID. Unfortunately, we are unable to move froward with any form of  resolution to this complaint unless the homeowner is cooperative.  

  Customer response

  07/13/2023

  Complaint: 20283908
  
  I am rejecting this response because:
  

  This information is inaccurate and they have made no attempts to contact me (******). The initial complaint noted that the poor delivery service on Friday 6/30 which was the date of the funeral. My family tested positive for COVID after July 4th holiday and has been in quarantine since. The President did contact my husband but was EXTREMELY rude and demanded that we work around his time. When we tried to coordinate a date to resolve the issue the president refused to send his landscaping crew for fear of exposure. Please note the landscaping crew, ******* Landscapes is not affiliated with cobra stone and upon doing research is neither licensed or bonded landscaper. I refuse to allow this poorly ethical business and owner to bully our family only to cover his errors. At this stage and due to the ongoing harassment I will not be satisfied until this business processes a refund that was promised and put in writing by their employee **** in the amount of $300 (equivalent to delivery fee) so that I may manage the repairs myself. At this point I do not trust this business and any future work  by them. Their office can contact me directly at *************.  

  Regards,
  
  *************************

  Business response

  08/22/2023

  Hello Ms. **** and thank you for reaching out to me yesterday.  As I stated in our conversation we do not have a negative complaint history with BBB. As we take customer service very seriously and most often resolve issues without having to go through this route. 

   

  Unfortunately, this was not the case with ************************* and her husband.  We made several attempts to remedy the situation, from offering to send someone out to clean the driveway to repairing the landscaping, however, it is impossible to settle a disagreement with another party that is extremely uncooperative. 

   

  For that reason alone, and speaking with the President about the urgency to settle this complaint we have decided to refund the customer $300 and no further agreements will be made on our part to remedy anything else.  No business likes to lose money. It is how we pay our employees and our vendors. We would also prefer to have a satisfied customer. That is what continues to drive our business since ****. We strive for customer satisfaction. This was an unfortunate situation and we are happy it is now resolved.

   

  Attached is a copy of the refund issued today back to the customer's card.

   

  Thank you for your support and let me know if you need anything additional from me.

   

  Be Blessed and Be Encouraged 

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

  Customer response

  08/22/2023

  Complaint: 20283908
  
  I am rejecting this response because:
  

  To Whom It May ************************** style="font-size: 0.875rem;">Thank you to the assigned BBB agent managing this case and for remaining in communication with my husband and I during this frustrating process. I simply wanted to take a moment to 'reject' the business' response in terms of the context, attacks and lies that continue to be made. I am shocked to read that they have 'no bad history with BBB' given the numerous public negative and poor reviews this business currently has on ******* which all say the same thing about this business, which is that they are unethical and provide poor customer service. I am curious to know WHEN these numerous attempts to contact me and resolve the issue were made (ie. call log, emails, et.c), because I have no record of such communications. We waited more than a month to hear back with at least a formal apology from the business and a possible option to resolve the issue outside of them providing further services (as I mentioned previously, my trust went out the door a long time ago). I have come to terms that I will never receive this apology. As mentioned, I have not received any form of communication from this business regarding a refund as noted in this BBB message. I am frustrated to learn that in the end ***** business processed a refund, which was our request from the very beginning. Given that this card was cancelled after the incident, I now have to contact my credit card company to '****' for this transaction. Yet again, another inconvenience.  If they had contacted us about this refund, I would have relayed this information to my credit card company or requested a refund via a different manner.

   Regards,

   *************************

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