ComplaintsforPioneer Sand Company

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stopped by your establishment to ask about having some rock and other landscaping, such as flagstone or pavers, and turf, installed in our house. The gentleman working the counter was really pleasant and explained that they were merely suppliers and did not undertake landscaping themselves. The representative offered us the business cards of several installation businesses. We called a few, and after they came to our house and presented prices, we selected the company we felt would be best. Everything went wrong after that! (too much to detail, but we suffered severe losses!) We made the decision to lodge a complaint with the *** following all of the hassle and the suggested contractor's ignored phone calls. We're out of luck because it turns out they don't have a license! My spouse and I relied on your business to recommend bonded and licensed businesses. Every other card that was supplied to us, when we checked, was also unlicensed. Give up endorsing and endorsing dishonest unlicensed businesses. We appreciate you taking steps to stop this deceptive advertising.

  Business response

  03/11/2024

  We are very sorry to hear this happened. Pioneer is a landscaping supply company.  We do not provide the services of installing the products we sell. Several companies who purchase materials from our locations will leave their business cards in our locations. We do not endorse one company over the other. The only relationship  we have with these companies, is they have purchased materials from our location.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Salten Pools (no issues) was hired to remove our grass & replace it with ************ We asked the rock come from Pioneer (source of problems) to match rock, Stagecoach Brown, previously purchased from Pioneer.Salten picked up several loads of rock from Pioneer in Glendale. Some loads to appear to be the correct rock, Stagecoach, but several appear to be different, Saddelback Brown. I determined this by bringing one sample of each rock to Pioneer, spending an hour in the car, which they labeled ********** and Stagecoach.Following this, I was called a liar by the Yard Manager, *****, who said I never came to their yard. When I showed them the bags, one labeled Stagecoach and one ********** including a signature form their employee ****, ***** then said **** wasn't authorized to identify the rocks. Despite the fact that I walked into their office with two bags of rock, asked for them to ID them and ***** told **** to do it.My contractor, ****, and I both begged ***** to come to my home to see the ***** discrepancy in rock he'd provided. He declined. He initially offered **** 4-tons of rock to "blend" with the other, "wrong," rock. He then referred us to Pioneer **************** where we we've communicated with ******.****** initially said she'd help and asked for pictures of the discrepancy to be emailed. Done. She then asked me to wet the rock and email her pictures. Again, done. Both sets of photos showed a significant discrepancy. I begged ****** for someone from Pioneer to come to my home and inspect the rock they provided. Those requests were ignored. ****** has now offered 1.5-ton of Stagecoach and said that I or my contractor could blend it if we liked. Emails attached.Pioneer's customer service declined every step. They've been unhelpful & I'm less than satisfied with our yard due to their negligence.Initially I wanted Pioneer to remove the ********** Brown rock & replace it with Stagecoach. Now, I want the work done & a refund for my trouble.

  Business response

  11/30/2023

  It is my understanding that Pioneer did supply the stagecoach brown that was requested by Salten Pools. The contracting company did pick up several loads from our location to finish the job. I spoke to the owner of the company and asked how much material he would need to blend the 2 color variations of the same rock. He suggested a ton, ton and half. I believe this falls within our scope of responsibilities to the customer Salten Pools. Unfortunately ****************** was not the paid contractor on the job.  Please follow up with the contractor for further resolution. 

  Customer response

  11/30/2023

   
  Complaint: 20935570
  
  I am rejecting this response because: this is the same line that Pioneer has been saying since day 1.  They continue to state that they supplied Stagecoach Brown when it's clear to anyone who'll look at the rock, which they've declined to do, that some is Stagecoach Brown and some Saddleback Brown.  This was proven by their own employee identifying samples of the two rocks that I brought in.  Yet when I brought up this evidence they first said that I never came to their yard.  When I showed them their employee's identification of the two different rocks they proceeded to tell me that **** was not authorized to identify the rock despite them asking her to do so.

  My contractor said that a ton to ton and a half was "a start" because that is all Pioneer would offer to do.  Yet he's doing the work of removing the erroneous rock himself and not getting paid for it.

  As of now, Pioneer is planning to deliver 1.5-ton on 12/5.  It will be wetted, evaluated, and photographed, upon delivery.  

  Pioneer's attitude of me dealing with this myself with my contractor is the same attitude they've had the entire time.  They tell me to deal with it myself.  The take no responsibility for the quality of the product they provided and continue to show no interest in even evaluating my concerns beyond having me send in photos.  This is evidenced by the fact that we've requested multiple people at Pioneer (***** and ******), on multiple occasions, to have someone come to my home to evaluate their rock and they continue to decline.  Yet when I bring their product to them they identify it as being different from what was ordered.  

  Sincerely,
  
  *******************************

  Business response

  12/01/2023

  Pioneer has tried to extend a courtesy to you. Your contractor picked up the material from our location and installed the material at your residence. Therefore the contractor is for this particular situation pioneers customer. We have been in contact with the contractor regarding this situation. Your contractor was present at our location at the pile of rock at the time it was loaded and received the rock. Please contact your contractor for any further resolution.

  Customer response

  12/01/2023

  Complaint: 20935570
  
  I reject this response: Pioneer says my contractor should contact them. My contractor started with Yard Manager, *********** ***** said call customer service. Done. **************** said I should call. Done. So,my contractor called several times; Pioneer told him to have me call. Now were back to the contractor. Pioneer should decide with whom theyd like to speak. We both believe Pioneer provided the Saddleback & are both willing to speak with them.
  
  Due to Pioneer's mistake, my contractor will do extra work; he can't pay his employees & doesn't have time to chase Pioneer. My contractor's words were, "I'm just a small fish. Pioneer doesn't care about my business any more than they care about yours." Obvious by the fact that no one from Pioneer came to look at the rock when my contractor, nor I, asked. Pioneer continues their circular argument of "It's Stagecoach because we say it is. and Because we say it is, it must be." It must be nice to have such infallible workers that the idea of a mistake is ludicrous.
  
  Pioneer's reply is a continuance of them absolving themselves. My contractor and I asked Pioneer, several times, to come look at the rock they provided. Pioneer declined. 
   
  I dont understand how Pioneer is positive they provided Stagecoach when their own employee, ****, labeled the rock they delivered as Saddleback and they're unwilling to come look.
  
  This is not like ordering a dishwasher and receiving a washing machine. I can't put it in my car and bring several tons of rock back. When I brought in a sample, they confirmed my suspicion, called me a liar, and refused to discuss it further. Worst customer service ever. Shame on ******************.
  
  Honestly, I can overlook a mistake. We all make them. I want Pioneer to come look at the rock, remove the Saddleback, and install Stagecoach. Just make it right. I'm so frustrated by their lack of customer service and unwillingness to acknowledge any responsibility for this.
  
  Sincerely,
  *******************************

• Initial Complaint

  07/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  So I ordered 5 loads of product from rip rap to small rock to accent boulders and soil. Total order was near 50 tons! I am a one man operation! When the rip rap arrived the top layer was broken up, so it appeared the correct size boulder. I continued to work my landscape design until I got to the rip rap. I ordered 11 tons **** rip rap along with about 3 tons of 2-3 accent boulders. After removing the top layer of broken rip rap I was left with about 9 tons of 18-24boulders that *** not fit in my design and look rather stupid next to accent boulders of the same size! To add further pain to the situation, nearly a third of the load was sand and earth, completely unacceptable when buying by weight! I called the Greeleyoffice and was told by the manager ****** that something would be ***e to correct the orderit turns out they didnt take the pile of rip rap that I specifically looked at and instead sent me a shipment of the wrong size from an alternate location to save themselves Gas! I then waited 4 days for a response and was told I complained too late! So now I have approximately 7 tons of incorrect size boulder I cannot use along with probably 2 tons of earth that I didnt order. Complete rip off artistry!

  Business response

  07/20/2023

  Good morning.

  The manager at our ****** location was contacted by the customer on 7/15/23 regarding a delivery he received on 4/25/23. Unfortunately, we have a 30-day return policy and this purchase is outside of our return window. We also have no control over how/where the material is loaded. Our dispatch department chooses the pickup location based on what's best for the delivery driver in regard to time/distance, which is customary in any dispatch department.. Additionally, we don't have anyone looking for specific-sized rocks to ensure a customer gets an even amount of ****" rocks. Our T's & C's state there will be size variations in screened products. 

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

  Regards, 

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

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 8 yards of dark ***** mulch in early June 2022. The material came co-mingled with playground mulch, rocks, and ***** Upon providing this information to their support channel, the customer support rep become aggressive and abrasive, stating that he didnt see anything that warrants any type of a refund. I am not less concerned about a refund and more concerned about this person's inability to conduct themselves as a customer representative. Shockingly, I received a call from his manager and she was even worse. Both continually interrupted me while I was talking and spoke with an abrasive and aggressive manner (their calls are recorded, so I would like the Director of Customer Support to review these logs). In the end, these folks need to be properly trained on how to speak with people in a customer support role. They need to acknowledge this is a problem and put a plan in place to address it, publicly.

  Business response

  06/24/2022

  Hello Mr. ****************************** am going to review everything and I will get back to you with an update. I apologize for the experience that you have had. I will make sure that we do our due diligence in the matter and come to a fair agreement. If you have any other questions, please let me know. I will post my review and outcome no later than Monday afternoon. 

   

  Thank you, 

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

  Director of Customer Service

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday, May 6, 2022 I bought a yard of garden mix from Pioneer Sand in **********, **. An employee was driving heavy equipment and loading the garden mix into the bed of my pickup truck. He broke the back window of my truck with the bucket of the loader. Initially I spoke with the manager, *********************, who took my information and photos of the damage. He told me it would be taken care and made right. He informed me I would be contacted by corporate, but I never received a call. I called and spoke to ***************************** from the quality department who claimed he handles all claims and that Pioneer is not responsible for any damage to any vehicle because there is a sign stating so at the yard. I returned and checked the yard and office and found no such sign. I have also taken a video of the yard and office. I would like Pioneer to pay for the repair to my vehicle as it was caused by a Pioneer employee driving a Pioneer vehicle. Thank you for your help.

  Business response

  05/24/2022

  Good Morning ********************,

  I apologize for this inconvenience, and I want to assure you that we will make this right. I will be having someone reach out to you regarding your windshield and have you set up with safelight for the repair. This is not how we do business and I hope that we can make this right and continue to service your landscaping needs. If you have any questions, please do not hesitate to reach out to me directly. 

   

  Thank you, 

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

  Director of Customer Support

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

  Customer response

  05/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/21/2022 I made a purchase of **** ton of red freeze rock and paid with my credit card. Right after this transaction was complete for $1,075.49 another charge was attempted to be made on my credit card for $93,996.10 which the fraud division at my bank caught and declined. This is the second time this has occurred from this business, however the first time we nor my bank caught and they received the money. I have contacted the store directly and they stated that the charge was made through their corporate office directly. I have not been able to get any response from the corporate office which has forced me to cancel my card and obtain a new one which will impact myself for the next **** days until the new card arrives. I would like to know why their credit card system is not secure as falsely stated by their employees. I also verified with my bank that the false charge did come directly from Pioneer *****************

  Business response

  05/23/2022

  Good Morning ****************, 

  I apologize for this happening. I have reached out to our accounting department and IT to look into this right away. I appreciate you bringing this to our attention. I will respond back to you as soon as they have completed their research. 

  Thank you, 

  ***** Edmonds 

  Director of Customer Support

   

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/23/21 I went in to pioneer location in ******** ** returned my pallets as requested when purchased over the phone from the pioneer ********* **, to get $250 back for the pallets I returned the pallets and the gentleman who help me stated that for some reason he was being able to return the money thru the system but that come Monday supervisor should be able to over ride this and I should be able to receive my money they had me leave pallets and would return money, I called in Tuesday to follow up as one had called me to check status and supervisor did not return call, I had to call again to cell phone in order to get a response, felt dismissed as when I statutes you tell him he said ya ya ima feel out this paper and this should be able to go thru latest Friday once again I got no call back to follow up I called again as I saw no transaction and I left several messages with *** whom was the one answering the calls and informed me he had left the messages for *** and is unsure why he hasnt returned my calls, 11/4 I took time off work to go in to find out he had stepped out so I decided to wait until he returned was there for 20 min no sign of him I called other location ********* and see if taking pallets back to that location would help with process of me getting my money returned and stated he would contact store to see why there was an issue as its the same any pioneer should be able to take pallets and return money. This point *** came out to tell me *** had texted him and inform that it was processed and should be done later that day, I then received call from ***** in surprise and stated he was going to get to the bottom of it and would return my call, he left me vm stating that he had to dig but they would be posting in the morning and I would get a call from him confirming, afternoon came 11/5 no call so I called several places and got a hold of ***** who stated he would contact someone to see what was going on its now 11/8 and have not heard word,

  Business response

  11/11/2021

  Confirmed with *** that credit was processed on 11/9 and may take a few days to show on customer's side. Regarding lack of follow-up, sales management has been looped in to follow up on customer service expectations with the stores to ensure customers are not left hanging.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 5 tons of 1 *********************** from Pioneer to be delivered & pd $351.17 on Oct 8th. They delivered 1/2 rocks. They are 1/4 of the size of the rocks purchased from them a year ago. The rocks I ordered are labeled 1 but in reality are 1 1/2-2. The 1/2 are true to size so its a huge difference in size.Ive tried to come to a resolution multiple times. The ** repeatedly said it was my ************** wouldnt help me. I was told I ordered the wrong color which they helped me prove I didnt. The store manager also said they delivered 1 but the 1 is being cut much smaller this year which I later learned is untrue when I was shown the 1 stack. The 1 ******** they are currently selling matches mine perfectly. They delivered 1/2 rocks when I ordered and paid for 1. **** agreed but said it was up to corporate. There was nothing he could do.They refuse to pick up the pile of small rocks I can not use & refuse any resolution.

  Business response

  10/15/2021

  The customer stated to the store manager that she had retained an attorney for her complaint, so we are unable to comment any further now that she has pursued legal action. 

  Customer response

  10/18/2021

   
  Complaint: 16024570
  
  I am rejecting this response because I have not hired an attorney. I never said I had. I only wanted to resolve matters directly with you. I said if Pioneer refused to find a resolution Id have to contact Better Business Bureau as Ive done.
  
  Sincerely,
  
  *****************************

  Business response

  10/28/2021

  We connected with the customer this past Tuesday and everything is now resolved to the customer's satisfaction.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After a great first experience with pioneer for my backyard landscaping I immediately went to them when it came time to do my front yard. Unfortunately my experience has been terrible this time around. For my backyard I ordered 1.5-3 inch river rock which looks beautiful and exactly like the rock that it on display outside of their shop. I ordered 10 tons of the same rock for the front yard. The rock deliver showed my contractor one of the smaller rocks and dropped off huge rocks up to 8inches in size without me signing off on it . Additionally I purchased 3 tons extra so that I could have delivered free. I contacted pioneer rock to get the incorrect rock picked up and new rock delivered and have yet to have a resolution. They are trying to charge me $500 to have the rock picked up, which is more than what I purchased the rock for $380. I am now left with 10lbs of huge rock in front of my house, blocking the sidewalk driveway, HOA fees, and unfinished yard and now way to charge my car.

  Business response

  09/28/2021

  After looking in to the customer's complaint, we have found that we have done everything we can to make her purchase experience positive. After reviewing the call where the customer ordered the 1.5"-3" rock, and confirmation through our delivery trip sheets and customer-provided photos that we delivered what was ordered, we believe we've done everything we could to ensure a positive experience. The customer's boyfriend was shown a sample prior to delivery, and he confirmed the product was correct and accepted the delivery. The store manager worked with the customer after her initial dissatisfaction and found she was told what product to order via her landscaper, but she could not provide any information on that landscaper in order for us to find a previous order to confirm what product was previously ordered and delivered. Our team gave her as low a price as possible for the product pickup, waived our 25% restocking fee, and offered discounted contractor pricing on her order to make her experience ordering the incorrect product as positive as possible, but the customer refused. With all products of nature, some dirt and different sized product will make its way into the delivery. After reviewing the customer-provided photos and in speaking with the boyfriend, who accepted the delivery, we determined that the product delivered was within the size and debris standards posted on our website, on our price lists, on the order confirmation documents, and in the store.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr.Shanken, who worked at our home,3880 N Camino Ojo de Agua,Tucson AZ,had Pioneer on Mann Ave.,Tucson,deliver rock on 8/27. Backing out,driver broke the stand set in concrete that holds the gate operating system. Mr. Shanken went to Pioneer and told them this had occurred. The driver was in the office and admitted to causing the damage-- witnessed by Mr. Shanken and “Maggie,” a Pioneer employee at the Mann Ave. location. On 9/3 Mr. Gaul ([email protected]) emailed "Your claim has been processed and submitted to our claims department...any further communications will take place from that department.Neither the store nor I are capable of answering any further questions you may have...I indicated that an estimate has been done and that was also attached. All of your contact information was contained within the claim." "I can’t guarantee when you will be contacted ,but you will, our Claim department is effective in what they do." I HAVENT BEEN CONTACTED. NO WAY I CAN. HELP!

  Business response

  09/16/2021

  Our team has been in contact with the customer and we're awaiting the settlement letter from him so we can get a check cut and sent to him to cover the repairs.

*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. ↩