Best Firewood & Mulch

"In regards to the attached complaint these are our facts: 1 F/C of firewood = 4ft high/8 ft long She ordered* 3* FS’s and had it stacked in to 2 rows = 4ft high/12ft long We delivered and stacked the wood on 9/10/2011 She called on 9/16/2011 and asked several questions about the size of the stack and stated what happened when the wood was delivered. Attached is the conversation she had with the driver. She also told me her neighbor ordered *6* FC’s (not 3) and it was twice the size of her stack. I told her it would be because they ordered double. I asked her to measure the stacks and she gave me the following measurements: 137 inches in length 11ft 5in 7inches short 49 inches in width 1in over She would be short about 12-15 pieces of wood (1 vertical row = 7”) I told her we would come out and check the stack she said *No* she would talk to her husband- explain what I told her and call me back if there was still a problem. A week later on 9/23 we received the attached e-mail. The owner then called her to explain why the wood stacked with the cross stacks at the ends and middle and how that adds stability to the stack if she doesn’t have a log rack. The pile would just fall over if that wasn’t done. He also told her we would come out and look at what was delivered and add to it if in fact it was short. She again said *No* He is not *confrontational* he speaks loud and fast. There were *3* people in the office when he called her back. He was trying to explain to her how it’s measured, why it’s stacked that way and this could have been resolved on the day it was delivered with the driver. The point he was trying to make to her was: 1. She was there when it was delivered 2. After measuring the stack (her husband took the time to measure) and finding it was only 11ft long they told the driver 3. Asking the driver to add to it she could have checked after he added to it (that takes minutes to add a foot) 4. While the driver was there she could have called the office and not let him leave 5. Instead she called us *1* week later. Then waited another *1* week to send a email. 6. We offered her twice to come out and she declined both times We agreed that by her measurements she was short 12-15 pieces of wood. Which we have no problem to give her and would of given her if she let us come and look at the stack the 1st time we offered on (9-16) What she is asking for is not a reasonable resolution because: She paid for firewood and received it all except 12-15 pieces which would equal the 7” she said she is short. She paid for stacking 3 F.C. of firewood and we did stack 3 F.C. of firewood minus 15 pieces- why would she be refunded for a service she received? If she doesn’t want the firewood crossed at the ends and middle she does need to buy a log rack or there is no way to stack the wood- the stacking is correct. 1. She paid for firewood and stacking of 3 F.C. 2. We delivered and stacked 3 F.C. 3. -15 pieces which equal to $8.25 for FW & $1.65 in stacking = $9.90 4. She stated this could have been resolved with a simple apology and additional wood- we asked her twice to let us come out and check the stack- she declined that offer twice- if we came out she would have received that apology and wood. 5. How are we to resolve an issue without being able to see for ourselves?? 6. Our driver was there- they had a conversation and measured his stack in front of him and then you let him leave without rechecking?? 7. Even our driver tried to satisfy her by adding wood 8. Then call a week later?? We will be happy to give her the additional 15 pieces of wood or her $10.00 refund. Best Firewood and Mulch Michelle"