From todays Sentinel and Enterprise:
Creative BioMass gets failing grade from BBB
By Jack Minch,
[email protected]
Posted: 01/13/2010 07:02:48 AM EST
FITCHBURG -- The Better Business Bureau of Central Massachusetts has issued a failing grade for Creative BioMass Inc. of Fitchburg, which opened in the former United Cooperative Farmers Mill on Kimball Place last year, according to bureau officials.
Better Business Bureau Chief Executive Officer Nancy Cahalen said Creative BioMass' failing grade is based on the evaluation of about a dozen criteria. Many of the criteria revolve around customers not getting the wood pellets they ordered.
"Delivery issues were a big trend here," she said. "That's what most of them were, that people ordered and didn't receive them according to the schedule in their contract."
The company has resolved 28 of the 44 complaints filed with the bureau, though not all of them were resolved in satisfactory fashion for consumers, Cahalen said.
A spokesperson for state Attorney General Martha Coakley's office said BioMass is on its watch list.
"We are aware of that company and are continuing to monitor complaints against them," said Coakley's spokesman, Amy Bretton, who declined to confirm or deny whether there is an ongoing investigation. "We encourage consumers to call the consumer hotline at 617-727-8400 where our staff may be able to assist consumers in mediating complaints."
Company President Shawn Pieterse did not return phone calls Tuesday.
Several customers told the Sentinel & Enterprise Tuesday they paid for tons of wood pellets last spring with
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promises of delivery in late August or early September, but have not received their full orders.
Keith Bettencourt, of Ashby, said he got one ton of wood pellets in December after repeated complaints, but is still owed two tons.
"I guess the thing that drives me, I was dumb enough to give someone a check," Bettencourt said. "So what happens to me, I guess I get hung out to dry."
The company is refusing to refund the balance of his $789 payment, Bettencourt said.
Martin "Marty" Aristegui, of Fitchburg, has a similar complaint.
He ordered three tons during the company's open house last spring and was also told he would get his pellets in August or September
"Nothing happened, and we were waiting and waiting," said Aristegui, the city's former community liaison.
His 93-year-old mother-in-law lives with him and the house must stay warm to keep her comfortable, Aristegui said.
Creative BioMass sent him one ton of pellets in November, Aristegui said.
"They said they don't have enough," to fill the whole order, Aristegui said.
Then the pellets were poor quality, he said.
He has kept one pellet he estimates is about 4 inches by 3 inches, instead of the usual size.
The pellets fell apart in the stove and gummed up the auger mechanism, he said.
Aristegui paid $245 a ton and finally asked for a refund last week, but was denied.
"They break the contract with us," he said.. "They were supposed to deliver to us in the end of August or September, and it was in November, they only gave us one ton," he said.
Meanwhile, he paid for more pellets from another company at a higher price because the heating season is in full bloom, Aristegui said.
"We are going to lose a lot of money ... ," he said.
Mayor Lisa A. Wong said the company has stopped returning her office's telephone calls.
I don't know how I missed this back on 12/26 when I read the article.
