Complaints
This profile includes complaints for Ohio Mulch's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/29/2022
Type:Product IssuesStatus:ResolvedMore 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.
I purchased 30 bags of #1942 Mulch on 5/25/22. The order # is ******. I became unemployed after the purchase and called Ohio Mulch to cancel delivery and requested a refund in the amount of $251.23 I made the initial call to Ohio Mulch on 5/31/22. I spoke to Regan at 12:34 pm who said she'd call corporate and request a refund for me. She also said she'd call me back to confirm the transaction was complete. I never heard from her. I called again on 6/8/22 at 4:18 pm and spoke to Ron Frost who said he would get with someone named Kristi and take care of the issue. Still no refund was processed, and no credits occurred in my bank account. On 6/14/22 I spoke to Luke @ 6:30 pm who said he's a yard worker so he put me on the phone with Emanuel @ 6:37 pm, the store manager. Emanuel stated that he's processed the refund right then and there and that he'd get with Ron to make sure the refund goes through. I've had to call back to the Blacklick store and the Corporate Office on 3 different occasions since last speaking with Emanuel and still no refund. My last called was made to Ron yesterday on 6/28/22 who said he call over to the Blacklick store and connect with Emanuel. He said he'd make sure I get my refund. It's been over a month since my purchase and refund request and I still don't have my money back. I am extremely disappointed.Business Response
Date: 07/27/2022
7.27.2022 BBB received phone call from Ron F**** with Ohio Mulch stating that on 6/20/2022 a refund was made to the consumer's credit card.Customer Answer
Date: 08/24/2022
Please excuse my delayed response. The company Ohio Mulch did not refund the monies to my card. I contacted my bank and entered a dispute. My bank credited my account with the money and stated that they would contact Ohio Mulch. It's been 30 days and Ohio Mulch still hasn't been able to provide documentation to my bank showing a processed credit; therefore, my bank labeled my dispute as verified.
Warm regards,
******* ********
Business Response
Date: 08/24/2022
Ms. ********, the refund was performed and added to a giftcard as discussed with Emmanual my manager of our Blacklick location . I spoke to Susan in our office snd she is going to remove the refunded amount from the giftcard and will apply to your debit card. We have a confirmation number that assures this will be solidified within the next business day .if you should have any additional concerns reach out to me personally at ###-###-####Customer Answer
Date: 08/24/2022
I accept the business's response to resolve this complaint.
Regards,
******* ********Initial Complaint
Date:06/20/2022
Type:Service or Repair IssuesStatus: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.
On June 12, 2022, I placed an online order to have 11 cubic yards of Absolute Black
Much delivered on June 18, 2022, for $536.42. Ohio Mulch offered to guarantee deliver
by a certain date and time if I paid $10.00. Immediately after placing the order, I emailed
Ohio Mulch and offered to pay the $10.00 and instructed Ohio Mulch to deliver the mulch
at *** ** ******** ********* because. I live next door at ***, but I own 1**, and the
mulch was to be spread at both homes. Notably, *** does not have a driveway. Instead,
the garage at *** abuts an alley.
On June 18, 2022, I received four successive calls from an unknown number. I could
not answer the call and sent a text to the number asking the caller to send me a text.
The caller did not send a text.
Shortly thereafter, I called the number and the person who answered identified herself
as Rachel the delivery driver from Ohio Mulch. Rachel never left a voicemail, a text
message, or came to our door to inquire about delivery.
I asked Rachel to come back and dump the mulch in the driveway at *** ** ********
*********, but Rachel interrupted and stated that she had already dumped in on the
driveway at *** ** ******** *********. I told Rachel that *** did not have a driveway
and that the mulch needed to be relocated to ***, but Rachel refused. We had a terse
conversation, and Rachel abruptly terminated the call. I continued to call Rachel who
stated that she was going to give me the number of “corporate” and then blocked my
number.
I discovered that Rachel had dumped the mulch on our garage apron that abutted the
alley. The mulch prevented my husband and me from getting our cars out of the garage
and it partially blocked the alley.
I called the Riverside Ohio Mulch location who advise me that the Grove City location
was responsible for the delivery. Riverside then transferred the call to Grove City. As
the call was connecting, it suddenly disconnected. I called the Grove City store, spoke
to a man and explained the situation. The man asked me to hold, but then terminated
the call. I called back several times, but each time the call was disconnected. Then, I
called back from a different phone. After identifying myself, the call was disconnected.
Thereafter, my husband went to the Grove City store. The manager was understanding
and gave him the Ron’s number who is the co-owner.
My husband called Ron, who was very uncooperative and did not want to take
responsibility for the situation. He kept talking over my husband and saying that the
billing address was ***. He had no interest in seeing the email that I sent with delivery
instructions.
After no resolution, my husband and I went to the corporate location and spoke to an
employee, who normally works at the Grove City store. The employee tried to contact
Ron multiple times and also contacted the other owner Jimmy. Jimmy told the employee
that he was in production and did not have any way to address the issue.
The employee gave us Jimmy’s number and told them to send Jimmy the pictures and
further explain the situation. After receiving the pictures, Jimmy called me at 2:33 p.m.
from ************, which is the number for Ohio Mulch’s corporate headquarters.
Jimmy said that Ron had taken the truck with the bobcat to Cincinnati to deliver stone
and that he should be back soon so he could move the mulch. Jimmy said that he tried
to call Ron, but that Ron had a “crappy” ***** phone that had died. He assured me that
it would be taken care of that day.
At 4:34 p.m., I called Jimmy but received his voicemail that instructed me to text him
instead of leaving a message. At 4:38 p.m., I texted Jimmy: “Jimmy, it’s been 2 hours
and it’s getting late in the day. You promised that this would be taken care of today.
Please excuse my skepticism, but I’m really hoping that you keep your word. If Ron isn’t
answering and you can’t get the bobcat, I expect people to be out here with shovels and
wheelbarrows moving this mulch before sundown.”
Around the same time, my husband received a call from Ohio Mulch telling him that they
had come to the alley behind *** and put pylons around the mulch. At 5:05 p.m., I took
pictures of the pylons and texted them to Jimmy with a message: “This is NOT a solution.
The mulch is starting to fall further into the alley. I’m making a police report if someone
isn’t here by 6.
At 5:11 p.m. Jimmy called me. He said that: “it was impossible for the mulch to “fall”
further into the alley; even rain would not make the mulch go further in the alley; neither
he nor Ron were going to come to the house to move the mulch; our landscapers could
take care of the mulch the following day.”
After the call, I called the Columbus City Police Department and was told that an officer
would be dispatched to the house. At 5:34 p.m., I sent Jimmy a text, “Police are on their
way.” At 5:46 p.m., Jimmy text me. He said that he was rounding some staff to go hand
shovel what is sticking out in the alley and put in “in the drive.” I told him that we wanted
all the mulch moved into the driveway [at ***] because we could not get our cars out of
the garage.
Jimmy said, “both sides of the garage are not blocked” and “If your concern is that the
apron is damages then for sure I will not drive a bobcat on it.” I responded and Jimmy
said, “We will be there shortly but we accept no responsibility for tire marks on your
cement.”
Around this same time, Ron called my husband and said that they would move the mulch
but would not be responsible for any damages that occurred to the garage apron such
as tire marks from the bobcat and any scratches/gouges to the concrete apron by the
bobcat. I took the phone and told Ron that we were not going to waive any damages
related to Ohio Mulch using the bobcat to relocate the mulch.
The following day, on June 19, 2022, our one-man landscaper came to the house. He
had to haul the mulch with a yard cart. Because of the location of the mulch, he was not
able to finish the job and cannot come back until much later in the week and would have
to charge us more. So, the mulch is still blocking access to our cars.
In addition, our landscaper found aluminum cans, gravel, plastic bits, and plastic
garbage bags. He told us that a bunch of the mulch will go to waste due to the
contamination. My husband and I went around to inspect the mound and pulled out a
black trash bag.
Our known damages to date are $536.42, pending damages are the extra cost by our
landscaper and the cost to power wash our garage apron. Notably, we had purchased
a tarp for *** so that the mulch would not stain the driveway. We will settle for $1,000.
Otherwise, we will take this to courtBusiness Response
Date: 06/22/2022
Mrs. *********, I understand the situation pertaining to your delivery and the facts as stated are not entirely correct. My name is Ron F**** and I am the Director of Retail Sales with Ohio Mulch Supply Inc. I was first brought up to speed on Saturday afternoon when I spoke to your husband about the delivery, I told him to give me some time to call the manager and the driver and find out the details of the delivery. I called Casto my manager of the Grove City location and spoke to him about the delivery being dropped to the wrong address. Casto, had indicated that the customer was there with him and indicated that the product was delivered to the proper address at that point I asked that he put the customer on the phone, we spoke about the details he was pleasant and I told him I just pulled up your order and the address that the product was delivered was the address that was placed on the online ordering system, I also stated that the prompt in the online system for specific delivery instructions was not filled out. The delivery instructions are critical so the driver has a frame of reference on where to properly place the product. Your husband asked that I send a copy of that to him and I did immediately and he said that he would get back with me.
Later that afternoon your husband called me back and said that this was correct, but his wife told him she had sent an email to change the address on the order. The problem is that we are having a difficult time locating the email that was indicated had been sent. We searched all incoming emails using the customers email address, order number and name but no confirmation. Even if the email was confirmed the ordering system logs the address as described by the customer at time of online process. When we would receive an email changing data within the original order we would copy and paste the new information into the notes section for the driver this way they will make the appropriate change on the day of the delivery. Without this information the driver has no way of knowing there is any place other than that of the original order information to make the delivery. After I spoke to the driver she forwarded me the call log that showed that she had called twice prior to the drop since it was a driveway located in the alley and the product being 11 yards would consume the whole driveway area, however the calls were unanswered so the delivery was made on the driveway area at the address as indicated on the online order.
In closing, although we made the proper deliver and product to the correct address both myself and the owner were going to your property to move the product, we called to let you know we were on our way and indicated due to the volume of mulch that was delivered we would be bringing a Bobcat to move the mulch and indicated that it could possibly leave tire marks that would be from the machine moving up and down the drive way area and you indicated you were not good with that so even though we were trying to fix an ordering issue we were unable to satisfy your expectation. Attached is a copy of your original order placed by you for the delivery. Please review the listed delivery address and the Key Note area for specific instructions for the delivery of product. We are sorry for not accomplishing your level of customer service and we do truly appreciate your business.
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