Best Firewood & Mulch
About us
Best Firewood and Mulch located in Aurora, IL is a family owned business providing quality firewood and mulch and landscaping services to all Chicago land suburbs since 1982. We offer quality firewood and mulch products and take pride in our superior customer service. If you are not satisfied with you firewood delivery, all firewood can be returned to Best Firewood and Mulch in Aurora, for a full refund. Due to the nature of the product Best Firewood and Mulch will have additional fees for picking up any firewood from a residential home that would like to be returned. Best firewood and Mulch will not be able to return any Mulch Products once the Mulch Order has been dispatched from our office or has been dropped on any driveway or spread into any planting beds for any reason. There are no same day cancellations accepted. If ordering your firewood during wet seasons, once your deliver arrives you will need to keep a 2 day supply inside next to your hearth, in a hearth wood ring to dry any seasonal moisture from any snow and ice on the firewood. All Firewood is Seasoned! To avoid the elements it is best to order your firewood from August thru October!We specialize in delivering high quality, well seasoned hardwoods including ash, elm, maple, walnut, oak, cherry, hickory and birch. These types of wood provide maximum heat and minimum amount of residue. All of the wood used for our firewood and mulch is purchased locally and is cut and split and stored on-site. Our hardwood mulch is produced on-site from only solid hardwood logs…NO REMOVAL OR WASTE PRODUCTS ARE USED.
Business highlights
Services we offer
& Raking. Bed Edging. Snow Removal., Firewood Products. Mulch – Products & Installation. Spring & Fall Clean Ups – Trimming, Weeding
Amenities
Emergency Services
Yes
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 70% | ||
| 17% | ||
| 4% | ||
| 4% | ||
| 4% |
REBUTTAL TO SERVICE PROVIDER RESPONSE:
Best Firewood and Mulch Complaint Response to Letter October 10, 2011 We received a response from Best Firewood and Mulch and our request to refund $75.00 was not granted. Instead they offered to credit us $10.00. We reject this offer…
To Summarize: We ordered three face cords of wood. We were shorted when the wood was delivered and we brought it to the employees attention. He responded by measuring the face cords with his foot, that was not a foot long. We brought out a tape measure and showed the two rows were at least a foot short. He said he didn’t realize it and would add wood to make up the difference. When I later realized that we were still shorted on the amount, I called the office and a women attempted to explain the amount was correct based on the measurements I provided. I was advised during the call, that they have never had a complaint in 30 years… When we (husband & I) compared the face cords (amount & stacking) to face cords that were delivered at a friends home, we realized that not only were we shorted on the amount based on the measurements but also all four ends were not stacked solid. They were stacked partially hollow and differently at the ends. They need to be stacked differently to ensure they do not fall but the ends should not be stacked particially hollow. I can provide pictures of how ours were stacked and also our friends, that are not hollow at the end and are stacked without using a log holder. Their delivery came from Piper and Son’s (also through Angies List). They had 3 face cords delivered and already had 3 face cords in the garage. The amount they received (2 separate deliveries) was substantially more than double.
Listed below are responses that my husband received when he called the owner:
· We have never received a complaint in 30 years
· We are splitting hairs over a few pieces of wood
· My employees don’t have time to carry around a tape measure
· I can come out and show you the amount of wood is correct
· How many fires have you had?
· The ends have to be stacked that way because you don’t have a log holder. It’s not my fault that you don’t have a log holder.
Here is my viewpoint as the customer;
· Why should I have to measure the wood you deliver, even one time
· Why should I have re-check the amount to ensure that we are given the correct amount the second time.
· Why would I want your company on my property after receiving the above service and responses from the owner.
· We didn’t call back immediately because we didn’t realize we were cheated a second time and we were still in the middle of a construction project where the fireplace was located and recently built.
· After all of the above, why was an apology never offered from you directly for anything. It could of started with the fact that your employee shorted us wood the first time and it was brought to your attention. Instead of being apologetic, you are offending and confrontational?
I find it interesting a Best Firewood employee responded that the owner speaks quickly and is not confrontational. First of all, you receive a paycheck from this company; Secondly, the pace and tone of the owners responses don’t change the actual words…
"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"
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Contact Information
1955 E. New York St., Aurora, IL 60502
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