WT Burns Logging & Firewood

Service Provider Response

I quoted the customer a price on a seasoned cord of mixed hardwood. If this customer did not want poplar in the load, then I would have accomodated that request. The customer also had moisture requirements, he never mentioned that to me when he placed the order. I will mix a cord and give a price to anyone's specifications. The hands that put the order in the book and the ears that take the order cut, and split the wood, sir. I try to spend time on the phone with my customer. If they have any special requests, then I will try to accomodate. We showed up at the delivery. My husband and son had to unload the wood by hand, as we used our smallest truck to deliver the wood as it was more than an hour away from us. As they were throwing the wood off the truck, the customer was checking all of the wood with his moisture meter and quizzing them with questions, which we don't mind, we are happy to accomodate questions. He was also complaining about the poplar. My husband guessed that the amount of poplar was about an eighth to a quarter of a cord. When I mix a cord of wood, my aim is for half to be a number one hardwood: oak, ash, beech, cherry, some of the maples, hickory, locous, something to that nature. The next half will be a number 2 hardwood. I disagree with you and [member name removed], sir. Poplar is a hardwood, not a super hardwood, but a hardwood nevertheless. I have been also told by customers that maple isn't hard either. I use maple. When I deliver a seasoned cord of wood, I deliver between 30 and 40 percent moisture in some wood. The extra moisture above 25 percent is RESIDUAL MOISTURE that you get from the humidity in the air, depending on the weather and some moisture trapped deep in the wood. It will all dissipate within DAYS NOT MONTHS. If you have a piece of wood, cut to l8 inches in length and not more than 9 inches wide, please be assured, it will not take a year to reach 25 percent or less in moisture content. I tell any of my customers who ask me to take some of their wood inside, stack it properly (so a squirrel could get in your pile not a cat) that allows air circulation, and for any condensation to dissipate. Within days your wood will acclamate and will release excess moisture. The possible exception to this is during extreme weather in the winter when there is ice, snow, and freeze thaw conditions. I burn poplar as a staple wood in my home. I burn l0 plus cords per year, and I split poplar accordingly. I sell it a little heavy (moist) because I find that it lasts longer, hence the cord in it's entirety will last longer for the customer. I am selling A MIXED CORD for people who MIX their woods, IE: "softer" or what I call Number 2 woods to Pump up their fires, and "harder" or Number One woods to prolong burning time. I delivered you a beautiful cord of wood, with ASh 6 months in June, Oak 8 months since spring on a 8 inch diameter log, Cherry l2 inch log over a year old, Hard maple over a year on a dead l4 inch log, and finally poplar aged 3 years--all of this, off the stump time, sir. I told you, and I tell all my customers I cannot pedigree a cord of wood before it's on the truck, but that once it's on the truck, I certainly can. I know exactly what wood you got, where it came from, and how old it is (seasoning time). I stand by my wood, and I stand by my service. If you wanted my husband to take away the poplar with him, there was certainly time to ask him, because you were right there when they unloaded, they didn't dump it and run, they couldn't. Therefore, you were not offered the opportunity when you called 2 days later for us to come up there and exchange wood for free. My policy had to be, either we'll give you your money back and deliver this gorgeous wood to one of my regular customers who would LOVE IT, or we would come and substitute the villian poplar with a premium wood if you paid the difference and paid for gas and time, as all of this could have been taken care of the night of the delivery. If you wanted the poplar gone, we could have taken it and made an adjustment in the price. Sorry you don't think this is fair, it's the best I can do. I don't agree with your moisture requirements, I think they're too strict, but again, who am I to say. I use 25percent as my guide and can vary up from there, as I said with weather conditions and species of wood. I want people to be able to get the most from their cord and I don't believe in selling them light wood. As you and I both know, wood gets lighter with age. I burn l0 plus cords a year, have my chimney swept once, and I burn a hot fire, I've never in 20 years of only heating with wood had any problem at all. When you are burning a hot fire, and you throw a heavier piece of wood in there (moisture content, again) it regulates your temperature, and that's what I go for. So sir, you and I will agree to disagree. My short answers? They were perhaps shorter by the way you were talking to me. I won't fight with anyone on the phone, I will try to end the conversation first. Sorry that's a problem. Sorry you don't like my wood or my return policy. I DID OFFER YOU A COMPLETE REFUND when I would have had to come an hour a way 2 days later. HAD YOU EVER ASKED ME any question that you waited until we showed up to quiz us about, we could have saved all of this. You would have known and I would have known that we weren't the company for you. I don't mind telling people the truth, and I'll do it during the ordering process. Sorry I didn't think to ask you what kind of wood you like or don't like. If people have a prefrence or don't like something they usually come right out and say so. I was there when you ordered, and I remember the conversation. Sorry to have failed you so. Of course I want the customer to be happy, but I'm a reasonable person, and I offered reasonable solutions given the fact that as I said before, we could have taken care of this either before delivery or during. I never like to have an unhappy customer and I want my wood to go to places where it is loved and appreciated--my exact words to you, sir. If you weren't happy, then we just shouldn't do business. I'm sorry about this. Good luck, sir.

Service Provider Response

Thank you for your nice review. I hope you love the wood.

Service Provider Response

Sorry to have offended you, sir. I really am sorry I "lectured" you. I can't abide getting into conversations bashing other people's service, and I won't do it. What did you really expect from me? They weren't there to defend themselves and I really can't see bashing a perfectly good company whoever they are, unjustly. I am not perfect, by any means. However. I have a truck that delivers 3 cords at a time. I cannot take enough time and still deliver other customers by delivering one person 6 cords individually. Our small truck, that would have fit into your gates is a pickup truck. It is the most size and fuel efficient truck we have, we find that although it is alot more time consuming and labor intensive to have to touch the wood again by throwing it off, it's just the nature of the beast. Therefore, to have consented to delivering your 6 cords of wood in 6 different deliveries and throwing it off by hand while trying to satisfy other customers, I just wasn't going to be able to accomodate this customer and still be doing a good job. If I don't think my company is going to do a good job, I will turn down a job rather than have someone think poorly of us because we didn't do the job well. We may not be perfect--certainly not--but I would rather try my best, deliver a quality product and try to have a good review. This whole scene was a recipe for failure. Both in my schedule book, and in my labor/cost book. Sorry you are so offended by the fact that I couldn't do what you wanted, sir. I truly am. And sorry you took offense to my refusal to jump on the bashing bandwagon. I can't review someone else's product unless I can see it, and I ALWAYS advocate talking to the vendor if there is a problem. In my 20 plus years of doing/ and burning l0 plus cords of wood a year--it's my only heat--I have found there are many ways of working out a situation where wood isn't burning well. The residual moisture that stays with the wood from it being outside will dissipate quickly if you bring the wood inside and warm it up especially in bad weather or weather where there are freeze/thaw days. Sorry again that I couldn't make you happy.

Service Provider Response

THANK YOU FOR YOUR KIND RATING. WE APPRECIATE IT AND HOPE OUR WOOD WAS DOING IT'S JOB AND KEPT YOU WARM!!!! THANKS AGAIN!!! WE ARE GRATEFUL FOR THE BUSINESS.

Service Provider Response

Thank you so much for your kind rating and for your business. We are very grateful.

Service Provider Response

This was truly a challenging time when this poor man ordered. The weather was giving us fits. We were in a situation where there was the trying to find the wood under the snow, trying to get the equipment to cooperate, you name it. So sir, I DO TRULY APOLOGIZE for the inconvenience but be assured, we worked 7 days and 7 nights a week to get our orders out as close to on time as possible! I know you got your wood on a Sunday night, and we had had about 2 dozen people who had no heat or electric calling for wood. That was quite a challenge!!! Thanks for being so kind and so patient! Hope your wood was good to you and kept you warm! Thank you so much!

Service Provider Response

WE DO THANK YOU FOR YOUR KIND REVIEW!! THANK YOU, WE ARE GRATEFUL FOR YOUR BUSINESS!!!

Service Provider Response

Thank you. We appreciate it when people love our wood. I never want my wood to go someplace it's not making someone warm and happy. I really thank you for your nice words.

Service Provider Response

Sorry you thought I was mad at you. I am a straight shooter, no, BS, and I get to the point. I don't see the point in selling firewood that people can't burn during firewood season, and usually that's what I say when I'm asked. All of our wood, except for ash, is seasoned 6 months to sometimes 4 years or more depending on the size and species of the log. Our residual moisture can be 30% when delivering during wet, rainy, or humid conditions. That's not a lecture, it's just fact. Sorry to have offended you, sir. I meant no disrespect.

Service Provider Response

Thank you for your kind review!!! Thank you for your business, we are very grateful.

Service Provider Response

Thank you so much! We are grateful for your kind words and your business!!!

Service Provider Response

Thank you for your kind words and we are grateful for your business!!! Thank you!

Service Provider Response

So sorry for any offense you were made to feel when I was "sent overboard" by asking for a discount? No, I think I just said we don't. So sorry that I felt that you were shopping around and felt the need to tell you that I really don't want someone to order off of me while "shopping" and then cancel at the last minute. I have customers calling me every day, and I intensely dislike when I give a space to someone who is just "shopping" and then I have not been able to give that space to someone else who calls. I feel very strongly about that. And if you deal with me, unfortunately, you will hear the truth. I am a straight shooter, I don't give any BS and I don't blow smoke. I guarantee wood that is burnable at the appropriate time with the appropriate handling for the weather involved, and I'll feel free to say it. I'll tell you the truth. You may not like my bedside manner, but it won't be a bunch of malarkey.So, sorry if I offended you, and thank you for your business. We are grateful to you!

Service Provider Response

Thank you for your business!!! We are very grateful!

Service Provider Response

Thank you for the kind words. We also had trouble with communication because I evidently transposed the phone number some how. All I know is we tried and tried to call and the number was the problem, so sorry about that!! Also, We are grateful for your business.

Service Provider Response

Our usual delivery time is between 6 and 9 in the evening, because we load during the day, and our tree service which also uses our trucks operates in the daytime, however, I WILL ALWAYS TRY to accomodate someone who cannot take an evening delivery,. but I have to schedule carefully. Especially in inclement weather, and during the winter when the days are shorter. Sorry if we failed in any way, sir. We are very grateful to have had the opportunity to serve you!!! God Bless!!

Service Provider Response

Our wood is all cut and split from seasoned logs to order. The wood should have a 30% to 20 or less moisture content at time of delivery depending on the weather. It could be more in snowy or freezing weather. I tell all of my customers that our delivery times are between 6 and 9 in the evening and that I can try and work with you if need be if you need a daylight delivery. I always try to accomodate where I can. I'm not perfect, and I'm sorry we couldn't delight you with our efficiency. I hope your wood was good to you and kept you warm. Thank you for your business! We really appreciate it!!

Service Provider Response

We are very grateful for your kind words. Thank you.