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J T O, Inc

Phone: (440) 352-1900 Fax: (440) 357-8900 View Additional Phone Numbers 6011 Heisley Rd., Mentor, OH 44060 http://mrlmllc.com View Additional Web Addresses

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A BBB Accredited Business since

BBB has determined that J T O, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for J T O, Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on J T O, Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: January 01, 1965 Business started: 06/19/1998 Business incorporated: 03/31/1966 in OH
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Jerome T. Osborne, III, President Mr. Timothy C. Posar, Treasurer
Contact Information
Principal: Mr. Jerome T. Osborne, III, President
Customer Contact: Mr. Timothy C. Posar, Treasurer
Business Category

Building Contractors Concrete Contractors Demolition Contractors Excavating Contractors Sewer Contractors Real Estate Developers Clay Products Firewood Mulches Topsoil Recycling Centers Snow Removal Service Sand & Gravel Tree Service

Alternate Business Names
Mentor Recycled Landscape Materials

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Additional Phone Numbers

  • (440) 357-6852(Phone)
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Additional Web Addresses

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Complaint Detail(s)

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased what was supposed to be black top soil for my grass.When I received it, it was all clay, pebbles sand and glass.It killed my grass and now I have to tear up the bad soil, re-seed and landscape my yard.I called multiple times with no resolution.

Desired Settlement: I would like a refund and restoration of my lawn to the state that it was in before their product destroyed my lawn

Business Response:

Dear *****:

 

MRLM, LLC (dba MRLM Landscape Materials) tried to resolve the issue with Mr. *** ***** (complaint ID#*******) and offered several solutions, even though MRLM does not believe our product had anything to do with his lawn issues.  Mr. ***** obviously had an issue with his lawn prior to purchasing topsoil from MRLM, which is why he hired a landscaper, purchased discounted seed and then purchased topsoil from MRLM.  Furthermore, we delivered two loads of topsoil on two different days, so if the product was inferior, why did he accept the 2nd load?  We cannot be held responsible for a lawn we did not install, maintain or monitor.  Many factors come into play here: 1) Who was the landscaper and what are their credentials? 2) Was the lawn installation completed correctly, using industry standards such as seed coverage; recommended seed type; seed aid, etc.? 3) What type of seed was used and where did it come from? (Why was it so drastically discounted?) 4) Was the new lawn properly irrigated and maintained? 4) What were the weather conditions during the germination period?  Furthermore, MRLM offered to deliver a few more yards of topsoil to top-dress the bare areas for reseeding as a courtesy, but Mr. ***** refused. 

Mr. *****’s total purchase from MRLM amounted to $294.10.  He demanded that we bring him 20 yards of mulch and 20 yards of topsoil to compensate, which would cost $1,206.28.  Mr. *****’s demand is unreasonable and he is trying to take advantage of the situation because he knows that one of the principals of MRLM Landscape Materials is from a prominent family (*******) in Lake County…his comment, “You are *******s, and have zero cost in this.  You should just go ahead and give me it as compensation for my time.”

MRLM stands behind its’ products and customer satisfaction is our main goal, but we cannot be blamed for issues out of our control.  We have delivered thousands and thousands of loads of topsoil this season and this is our first complaint.   Our offer to deliver an additional 3 yards to top-dress his bare areas still stands. 

Attached please find the complaint report from MRLM Landscape Materials as recorded by **** *****, V.P. of Products & Services; original invoices and photos for your review and records.

Thank you for your time and consideration in this matter.  Please let me know if you have any further questions or need additional information upon completion of your review.

 

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

Executive Assistant/

Office Manager

Consumer Response: I wanted to update some information and rebut further the  information from MRLM.

#1 The grass seed is not discounted. This is a flat out lie.
Not only is it not discounted I never said it it was.

It is in fact the most expensive brand and distributor of Kentucky Blue grass seed.
#2 I did not have any problems with my lawn and in fact anywhere else there is "not their dirt" the grass is fine.
#3 We are not disputing anything except the fact that they in fact delivered clay, sand pebbles and glass.
#4 while they may or may not have delivered multiple loads to other people, this does not deny the fact that this is all clay, sand, pebbles and glass.

Did they make an error? 
Mix loads. make and error at their facility.
The materials they sent are substandard and not equivalent to anything at Home Depot etc.
Here is a link to the materials
Mine is slightly different, however it is the same make and manufacturer.
Regards

Business Response:

Dear Ms. ******

 

I would like to submit a rebuttal and response to the complaint ID *******. Dated July 1st, 2013

First, I would like to address the comments regarding our MRLM representative.  He was not rude and belligerent but only listened to Mr. *****s complaint and tried his best to address, and correct the situation. We have been successfully managing our business for over 50 years and the representative in question is a loyal officer of our company who has represented MRLM and JTO Inc. for the past 23 years without incident or personal remarks.  Mr. ***** simply made demands that the representative could not authorize without further input from his superiors and Mr. ***** may have mistaken the response as rude and belligerent, which is unfortunate because that was clearly not his intent. We found Mr. *****’s comment puzzling since the meeting ended with a hand shake and a promise from MRLM’s representative to speak to him the next day after he had reviewed Mr. *****’s demand with his supervisor and had a final decision. 

Secondly, it was stated to Mr. ***** that his demands made to our representative (during their meeting) could not be fulfilled without proper authorization from ownership. Mr. *****’s demand for additional materials, beyond what he had originally purchased such as: 20 cubic yards of MULCH and 20 additional yards of TOPSOIL was not an apple to apple replacement and therefore required further clarification and approval from MRLM’s office. It was explained to Mr. *****, that although we back our products, we cannot be held responsible for the workmanship, and the other necessary materials such as quality seed, straw, seed aide, and fertilizer that are vital to the success of a properly seeded lawn that we simply did not provide in this project.

Thirdly, MRLM did not have any input or control over any of these important factors, which was pointed out to Mr. *****. It was explained to Mr. ***** that MRLM produces thousands of yards of soil each season to supply many of the professional landscapers working in this area without incident or complaint. When we tried to assist Mr. ***** in his problem, he would not be forthwith and let us speak with his “professional landscaper” to help ascertain what happened and how to correct the problem.  MRLM has an excellent reputation with many of the area landscapers and we were simply trying to determine if this particular landscaper was one of our customers/business associates and possibly could assist us with a solution.  Instead, Mr. ***** bi-passed this idea and simply kept with his demand for more soil and free mulch stating that MRLM has little or no cost in production and could not understand why we would not give him the free material.

Finally, Mother Nature has a tremendous impact on the growth and success of the lawn and therefore, it is important not to over water, controlling the amount of moisture, and sun light is critical in germination of the seed.  June was on record for an extremely wet month. Mr. ***** having sprinklers in place may have simply drowned his seed or washed it out especially, if the proper straw or seed aide was not used correctly. After only a few weeks, we did not see any straw or tactifier in place even in the highly magnified pictures presented by Mr. *****.  Can you see any traces of straw or hydro seed used in the photos we provided to you? Maybe, not enough was used or possibly not at all.

Again, there are many questions that need to be answered, because there are so many important factors in seeding a lawn.  Furthermore, 10 cubic yards of topsoil delivered in two separate loads to simply re- seed, a ½-acre city lot, seems excessive for a fantastic lawn to need. This seems to be inconsistent with what is being described to us in Mr. *****’s complaint; if you had such a fantastic lawn why would you even need to top-dress??  Additionally, if the initial topsoil was so inferior, then why order a second load and pay for it a few days later?  Finally, if Mr. ***** is blaming the soil then why would you request another 20 cubic yards of the same soil/product at all?  MRLM is a solid provider of landscape materials.  Its topsoil is a great foundation to begin any landscape project, but it takes many variables to produce and maintain a fine landscape which includes good soil, good seed, fertilizer, straw, knowledge of your environment, workmanship, proper sun light, and the correct amount of water. If you miss any one of these key components, you may have issues and one product supplier cannot be responsible for the entire project.     

Consumer Response: MRLM keeps being evasive as is typical from this company.

They cannot dispute that they sent me topsoil full of pebbles clay and glass.
They have ridiculous and evasive questions. If one were to visit our neighborhood they would see that many people spend many thousands of $ annually to maintain their lawns. It is a basic maintenance function, but furthermore quite frankly non  of their business how I would choose to spend my money.
The basic point ism they sent me clay will glass and pebbles. I offer them the option to remove the soil, replace it with good soil as well. Every option offered they refused as they are arrogant and rude and feel that the consumer is not important.
Mother nature, my desires or maintenance of my lawn has nothing to due the FACT that they sent a defective product of clay , glass and pebbles.
I currently have estimates of over $900 from 3 interdependent contractors to do what I requested of them.
I dozens of more photos I can provide as well as numerous eye witnesses. My next step will be court. I have tried numerous times over 2 months to call them and only when I presented them with the discussion of going to the better business bureau did they ever respond.