Construction Metal Products, Inc.

Dear [redacted]:
We would like to respond to this customers complaint.  CMP prides ourselves on our Customer Service and as far as I am aware, we have only had one complaint registered with the Revdex.com in our 20  years of business.
Please note the (2) attachments to...

this response.  One is an end view picture of a package of metal panels. The other is the delivery/pick-up ticket the customer signed when he picked up his panels.  Please note the (stamped in red) statement on the delivery ticket.  In so many words, it reads if the customer signs this ticket, they acknowledge that their order is complete and correct. 
We will refer to the customer filing this complaint  as [redacted] during this response.     [redacted] picked up his roof panels on February 6th.  His order was for 15 pieces of 12'-2" Galvalume  R-Panels and (2) bags of screws.  The order was picked up with no exceptions taken for the quantity and panel length.. Even a panel  1" longer should have been noticeable and brought to our attention.  As you can also see in the attached picture, it would not be that difficult to count 13 panels in a pack.  This should have been verified by the customer before he left CMP.  Most orders are much more complex than this order. They can have 20 or more panels of various lengths along with various roof trims and accessories.. Our customers, based on the delivery ticket statement, will routinely check their order either inside of our building where it is loaded, or pull it outside to check it. We rarely have an issue with any order.... there may be 2 or 3 times per year.  There can be 50 plus orders that we fabricate that go out of our doors weekly.
[redacted] did call on Monday. He talked to [redacted] in our office stating two panels were missing from his order.  She came to me and I told her to verify with the work order how many panels were ran and the lengths of the panels... Also the material that was used to fabricate them.  Panel quantities and lengths are programmed into a computer that runs the machine.  The operator  will also verify the linear footage of material used to make sure that it matches the linear footage ran. This information is put on a work order after that is completed.  She could not find any issue with the work order.  She then called [redacted] back.  We offered to run the two panels for the same linear foot price and would not add the standard fuel surcharge that is on every order nor the standard $25.00 set up fee for a small quantity order.  According to [redacted], [redacted] was not happy with this decision and given the tone of the conversation ,turned the call over to one of our inside sales people, [redacted].  [redacted] apparently reiterated  our position in this matter and ultimately [redacted] agreed to pay for the  other 2 panels. 
When  [redacted] returned to pick up the 2 panels, he also brought back (1) bag of screws .  He asked if we would credit  the screws. We agreed to give him full credit for the screws without our standard 15% restocking fee.  This brought his total for 2 panels to $36.83, not $56.00.   [redacted] also noticed one of the new panels was 1" longer than the other panel, so we cut the panel to the correct length while he was here.   I would also like to add that [redacted] called and spoke with [redacted]. She asked to speak with someone at CMP with "authority".  I returned her call and nicely stated our position as outlined in this response.   She even stated that she thought the pack was 2 panels short when her husband came home, but he said they must be in the pack.  She reiterated her husbands disgust with our decision, and I suppose, wanted me to change my mind.   In so many words, we knew this complaint was forthcoming.
We initiated the stamp on the delivery ticket many years ago.  It seemed as if there was a routine issue of of mainly quantity issues with orders. There were instances when customers would say they would be as many as 20 pieces short on panels or trim pieces.  We knew based on our system in place that this could not be happening as often as it had been.  Once we started stamping the delivery tickets to verify the order when picked up, this issue was drastically reduced.  Bottom line is, ... could we have made a mistake?, sure we could have. Humans still have to program the computer and their is room for error.  Every quality control step we have in place does not rule out a mistake.   We also give the customer the opportunity to verify their order is correct prior to leaving our plant.   [redacted] should have counted the panels before he left CMP, which is not difficult to do.
As far as I can tell, my staff handled this issue professionally and sought my advice on how to handle the situation.
We are sorry that [redacted] and [redacted] feel the way that they do.  As stated, we waived the cost of the set up fee, fuel surcharge and the restocking fee in order to hopefully resolve the situation.  We never really implied any wrong doing on their part, just that there was ample opportunity to verify the quantities before the order left our warehouse.
We sell several million dollars worth of metal panels per year.  Our business has grown every year and a majority of that growth is based on Customer Service. We value each and every customer no matter how small the order may be.
If I can be of further assistance, please feel free to contact me.
 
Sincerely,
 
[redacted]
President, CMP, Inc.

Review: My name is . I am a retired civil engineer having completed 33 years of service with [redacted]. I have been making some improvements to my home on [redacted] and decided to finish a deck project with R-Panel metal roofing. I place an order with Construction Metal Products in Statesville, NC for 15 panels 12-2 long in galvalume finish and paid for it at this time by credit card. I picked up the order on Thursday, February 6. I was not able to count the number of panels since they were banded together, which I felt was beneficial for transporting them in my 10 trailer. I assumed the order was complete.My wife and I began installing the panels on Saturday the 7th and by the following day it was apparent that there were only 13 panels in the bundle. Of the 13 panels 12 were 12-2 long and the other was 12-3 which made its installation difficult. Needless to say we were very disappointed to have received an incomplete and inaccurate order. I phoned CMP Monday morning and explained the situation assuming the response would be that they were sorry that the order was incomplete and not cut as ordered, and would furnish the missing material. Instead I was told that the computer does all the fabrication and mistakes are not made. They would be happy to sell me two more panels for $56. In other words, they were implying that my wife and I are either unable to count to 15 or that we were lying. I assure you, neither is the case.Not having any other reasonable choice I decided to have CMP furnish the two panels for $56. I paid for and picked them up on Tuesday, Feb 11. I counted and measured each of the two pieces. One was 12-2 and the other 12-3. If the computer driven equipment is so accurate then why does it not deliver accurately cut products (and the correct quantity?)?CMP has real problems in Quality Control, Quality Assurance and Customer Satisfaction. I will not deal with them in the future and intend to let others know of my experience with tDesired Settlement: I would like to be reimbursed for the $56 paid for the panels I had already paid for and not received.

Business

Response:

Dear [redacted]:

We would like to respond to this customers complaint. CMP prides ourselves on our Customer Service and as far as I am aware, we have only had one complaint registered with the Revdex.com in our 20 years of business.

Please note the (2) attachments to this response. One is an end view picture of a package of metal panels. The other is the delivery/pick-up ticket the customer signed when he picked up his panels. Please note the (stamped in red) statement on the delivery ticket. In so many words, it reads if the customer signs this ticket, they acknowledge that their order is complete and correct.

We will refer to the customer filing this complaint as [redacted] during this response. [redacted] picked up his roof panels on February 6th. His order was for 15 pieces of 12'-2" Galvalume R-Panels and (2) bags of screws. The order was picked up with no exceptions taken for the quantity and panel length.. Even a panel 1" longer should have been noticeable and brought to our attention. As you can also see in the attached picture, it would not be that difficult to count 13 panels in a pack. This should have been verified by the customer before he left CMP. Most orders are much more complex than this order. They can have 20 or more panels of various lengths along with various roof trims and accessories.. Our customers, based on the delivery ticket statement, will routinely check their order either inside of our building where it is loaded, or pull it outside to check it. We rarely have an issue with any order.... there may be 2 or 3 times per year. There can be 50 plus orders that we fabricate that go out of our doors weekly.

[redacted] did call on Monday. He talked to [redacted] in our office stating two panels were missing from his order. She came to me and I told her to verify with the work order how many panels were ran and the lengths of the panels... Also the material that was used to fabricate them. Panel quantities and lengths are programmed into a computer that runs the machine. The operator will also verify the linear footage of material used to make sure that it matches the linear footage ran. This information is put on a work order after that is completed. She could not find any issue with the work order. She then called [redacted] back. We offered to run the two panels for the same linear foot price and would not add the standard fuel surcharge that is on every order nor the standard $25.00 set up fee for a small quantity order. According to [redacted] was not happy with this decision and given the tone of the conversation ,turned the call over to one of our inside sales people, [redacted] apparently reiterated our position in this matter and ultimately [redacted] agreed to pay for the other 2 panels.

When [redacted] returned to pick up the 2 panels, he also brought back (1) bag of screws . He asked if we would credit the screws. We agreed to give him full credit for the screws without our standard 15% restocking fee. This brought his total for 2 panels to $36.83, not $56.00. [redacted] also noticed one of the new panels was 1" longer than the other panel, so we cut the panel to the correct length while he was here. I would also like to add that [redacted] called and spoke with [redacted]. She asked to speak with someone at CMP with "authority". I returned her call and nicely stated our position as outlined in this response. She even stated that she thought the pack was 2 panels short when her husband came home, but he said they must be in the pack. She reiterated her husbands disgust with our decision, and I suppose, wanted me to change my mind. In so many words, we knew this complaint was forthcoming.

We initiated the stamp on the delivery ticket many years ago. It seemed as if there was a routine issue of of mainly quantity issues with orders. There were instances when customers would say they would be as many as 20 pieces short on panels or trim pieces. We knew based on our system in place that this could not be happening as often as it had been. Once we started stamping the delivery tickets to verify the order when picked up, this issue was drastically reduced. Bottom line is, ... could we have made a mistake?, sure we could have. Humans still have to program the computer and their is room for error. Every quality control step we have in place does not rule out a mistake. We also give the customer the opportunity to verify their order is correct prior to leaving our plant. [redacted] should have counted the panels before he left CMP, which is not difficult to do.

As far as I can tell, my staff handled this issue professionally and sought my advice on how to handle the situation.

We are sorry that [redacted] and [redacted] feel the way that they do. As stated, we waived the cost of the set up fee, fuel surcharge and the restocking fee in order to hopefully resolve the situation. We never really implied any wrong doing on their part, just that there was ample opportunity to verify the quantities before the order left our warehouse.

We sell several million dollars worth of metal panels per year. Our business has grown every year and a majority of that growth is based on Customer Service. We value each and every customer no matter how small the order may be.

If I can be of further assistance, please feel free to contact me.

Sincerely,

President, CMP, Inc.