Tobacco King #6

Our offer regarding the custom corners remains firmThere were three options offered to the customerWe ask that the customer choose one of these options Addressing the drip edge: The customer ordered our standard drip edge (3" x 3") which was included in the metal order delivered to her on August 30, After the customer erected her building she realized that the standard drip edge, that she ordered, did not fitIt was too small and did not cover the exposed wood The customer called the office and informed Jill of this issueJill suggested that we make her custom fascia Our standard fascia is a 6" x 1" piece of metal trim that would cover the exposed wood but because of the way that the customer erected her building it appears that she may need a larger piece of fasciaSo with that said: If the customer chooses to place a new order, purchasing custom made fascia trim, we will require, in writing: A brand new drawing provided by the customer that details exact measurementsWe will also need the quantityOur fascia is feet in length (no deviation) We do realize that drawings have been already been provided, however, we are requiring a new drawing, because this is a new order, and we need to avoid any further discrepancies and/or disagreements Based on the above customer provided measurements, we can then establish the total cost of the custom made fasciaThere is an upcharge for custom made trim We will require pre-payment For reference, the cost of our standard fascia (6" x 1" ), foot in length, is $ Please Note: If the customer chooses to purchase fascia, we require a minimum of five business days from the time of the orderOnce the fascia is made, we will contact the customer to schedule the deliveryThere will be no delivery fee if the fascia is delivered with the custom cornersThere will be a $delivery fee if we are only delivering the fascia Thank youWe await your response

A check, in the amount of $50.14, will be mailed to the customer this eveningFreedom Metals considers this case closedThank you

Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID***, and have determined that this does
not resolve my complaint. For your reference, details of the offer I
reviewed appear below
There are several reasons why I reject this offer
and it again has to do with the inconsistencies contained in the statements
I will address these inconsistencies and then provide my solution at the
end
ALSO FROM THIS POINT ON freedom metals WILL BE WRITTEN AS 'FM' TO
SAVE TIME AND SPACE
I WOULD ALSO LIKE TO MENTION THAT I WAS TOLD BY THE Revdex.com THAT THEY SPOKE
TO FM AND WERE TOLD THAT THE OWNER WAS COMING TO MY
HOUSE TO TAKE MEASUREMENTS AND THEN HE WAS GOING
TO FABRICATE PIECES AND RETURN WITH THEM
THIS STATEMENT SEEM TO ALSO HAVE CHANGED AS THE WRITTEN RESPONSE FROM 10/20/REFLECTS
INCONSISTENCIES 1-6
STATEMENTS IN BOLD RESPONSES IN PARENTHESIS
1. email message from Revdex.com 10/20/2016 2:10:
PM
"The business
provided drawing dated 10/19/16 with your specifications for the custom edge
Please review and initial & date if you approve this drawing and wish the
business to make the custom corners."
( I did not receive a copy of this drawings )
2.RECEIVED FROM FM 10/20/2016 2:10:PM
Our offer regarding the custom corners remains firm. There were three
options offered to the customerWe ask that the customer choose one of these
options. (THIS STATES OPTIONS)
RECEIVED FROM fm 10/13/2016 12:48:PM
Here at Freedom Metals Mfg., Incwe pride ourselves on
producing a quality product but more importantly we strive to provide quality
customer serviceIt is unfortunate that this incident became such an ordeal
Our goal here is to accommodate the customer. We
are offering two options in an attempt to satisfy the customer.
( THIS STATES OPTIONS)
A) We
will refund the customer the total cost of the two custom corners in the amount
of $($+ tax) at which point the transaction is finalized
Or
B) The
owner of the company will
re-make the two custom corners based on the drawing that the customer provided
( THIS HAS
CHANGE BACK AND FORTH FROM ME DRAWING TO THEM DRAWING) He will the deliver
the two custom corners to the customerThe trim will be held up to the
building (not installed) to ensure that they fit properlyIf the customer is
satisfied and approves the fit, in writing, the two pieces of custom corners
will be left with the customer to install onto her buildingAt that point the
transaction will be finalized
In the event that the customer is
still dissatisfied with the re-made corners, the owner will take the pieces
with him and at that point the transaction will be finalized. (
THIS STATEMENT ALLOWS THE BUSINESS TO PRODUCE A PIECE OF METAL THAT DOES NOT FIT AND
DECLARE THEY TRIED AND BUSINESS IS COMPLETE)
WHEN I RETURNED TO FM ON THE 11TH WITH MY DRAWINGS AND
DISCUSSED THE METAL TO BE ORDERED WITH JOSH WE DECIDED TO MAKE THE ROOF FLUSH
INSTEAD OF AN OVERHANGIT WAS DETERMINED A PIECE WAS NEEDED TO BE MADE FOR THE
BACK TO COVER THE EXPOSED WOOD I DIDN'T KNOW THESE MEASUREMENTS SO I
CALLED MY HUSBAND ON MY PHONE AND PASSED IT TO JOSH SO THEY COULD DISCUSS THESE
MEASUREMENTS Josh WAS TOLD THAT THERE WOULD BE A 2XON EDGE AND A
1XFLAT OVER THATTHIS IS 7" OF EXPOSED WOOD AND AN
OVERLAP WOULD BE NEEDED TO PREVENT WATER FROM WICKING BACK TO THE WOOD
THIS INFORMATION WAS PROVIDED AND
ACCURATE MEASUREMENTS WERE GIVEN( I DID NOT ORDER 3XSTANDARD DRIP
EDGES TO COVER THIS AREA IN EXCESS OF 7")
THE SAME CAN BE SAID FOR THE CUSTOM CORNERSACCURATE
INFORMATION AND MEASUREMENT WERE PROVIDED BUT NOT USED IN THE FABRICATION
OF THE PIECESYOU CAN REFER TO THE DRAWING I PROVIDED IT CLEARLY SHOWS
A 4X4, A 2XON END AND THE SHEET METAL THIS TOTALS 3/4" THE PIECE
BROUGHT TO ME IS 1/2" WIDE AGAIN CORRECT INFORMATION WAS PROVIDED AND NOT
USED BY FM IN THE FABRICATION OF THE PIECES
FM HAS REPEATEDLY SUGGESTED THE MISTAKES ARE DUE
TO THE BUILDING NOT BEING ERECTTHE WOODEN FRAME FOR THIS STRUCTURE WAS
DECIDED BEFORE I WENT TO ORDER METAL, HOW ELSE
WOULD I KNOW WHAT TO ORDER AND IT DID NOT CHANGE FROM DAY ONE
THE PROBLEM WITH THE METAL IS THAT IT WAS MADE INCORRECTLY AND WAS
NOT DISCOVERED UNTIL IT WAS ATTEMPTED TO PLACE IT ON THE BUILDING, AFTER IT WAS
BUILT NOT THAT A CHANGE WAS MADE OR THAT A MISTAKE WAS DISCOVERED AFTER
COMPLETION
BECAUSE I BELIEVE I WILL NOT RECEIVE ACCURATE REPLACEMENT
PARTS DUE TO THE EVER CHANGING STATEMENTS, FOR THE REPEATED REQUESTS FROM
FM FOR THE SAME INFORMATION OVER AND
OVER AGAIN, FOR THE FACT THAT WE CAN NOT AGREE ON WHO WILL DRAW PICTURES AND
ALSO DUE TO THE ABOVE STATEMENT AFTER OPTION B) FROM 10/20/2016 2:10:
PM, STATING NO MATTER WHAT
THEY MAKE, OUR BUSINESS WILL BE FINALIZEDFOR ALL THESE
REASONS AND THE REASONS STATED IN MY PREVIOUS RESPONSES, I AM OPTING
FOR A FULL REFUND OF BOTH INCORRECT PIECES
REFUND AS FOLLOWS:
CUSTOM CORNER @
$
STANDARD DRIP EDGE @
TOTAL
6% SALES TAX
TOTAL REIMBURSEMENT $
When I receive this amount I will consider the matter
closed
I would also like to note that this amount does not reflect
reimbursement of delivery charge, delay of completion or any addition
compensation at this time
Regards,
*** ***

ZRevdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would agree to custom corners that are made to fit. The above picture #1 shows the appropriate shape but the dimensions are as follows. 6" x 5 3/4" x 1 1/2"  Where 3 1/2" is shown that should be 5 3/4", the other two measurements are correct. There is also the matter of the drip edge that is to short, on the back of the shed. As seen in picture #2. Those  pieces should be 3" x 7 1/2" at an 80 degree angle.  The 3" should be the top edge that goes under the roof and the 7 1/2" hangs down the back edge All this information was in the emails from 9/19/16. If these pieces are made to fit correctly, I will sign off and our business would be complete. If they are made and do not fit,      I will not sign off as business complete. If additional information is need to complete this work, I am happy to provide it. 
Regards,
[redacted]

We make every effort to help our customers by giving them the tools and education for the opportunity to improve their steel knowledge.  However, it is not “Our Policy” to tell the customer what they need.  We are there to help them through the process of their remodeling projects.  ...

Tuesday, August 9th 2016:  Ms. [redacted] came in to order steel for a new Run-In Shed that she was building for her horses.  She gave us the measurements and we began helping her with her estimated steel order.  Ms. [redacted] wanted custom corners for her Run-In so the horses wouldn’t hurt themselves.     Jill M[redacted], the Office Manager, informed her that a custom piece of trim would be an upcharge and could not be returned.  Ms. [redacted] agreed.  Joshua Furry, our experienced trim associate, sat with her and discussed options while looking at pictures she provided of Run-In’s that would mimic hers.  Joshua, again explained that he would need exact dimensions and pictures drawn out so he could make the custom piece of trim.  Thursday, August 11th 2016:  Ms. [redacted] returned to speak with Joshua.  Again, only bringing her phone and pictures of already built Run-In’s (not hers).  She and Joshua discussed the building kit she ordered giving him estimated dimensions of the Run-In and how she wanted the corners covered.  Joshua drew out a couple of ideas and she picked the one that best fit her description.  Friday, August 30th 2016:  Matthew W[redacted] the owner of Freedom Metals Mfg, Inc. delivered her steel order.   Upon delivery, Matthew noticed the Run-In was not yet erected.  Her lumber had just been delivered and was under a tarp.  The steel was delivered and placed beside the lumber.  Monday, September 12th 2016:  Ms. [redacted] spoke with Matthew about the problems she incurred during the installation of the steel.  Once again, Ms. [redacted] was asked to email pictures of the now erected building including new drawings of the custom corner she would now need.    Monday, September 19th 2016:   Jill received the emails with attachments of pictures & hand drawings of the custom corner that was needed for the now erected building.  Jill and Joshua discussed this custom corner and felt this was possible to make.  Upon review of this new email it became evident that the original measurements that Ms. [redacted] provided no longer held true to the theoretical design of the Run-In.  Jill then spoke to Ms. [redacted] and told her of her findings.  Not only would she need a revised corner she would also need a custom roof starter that would be necessary to cover her exposed 2x4’s.  Ms. [redacted] became agitated with the thought of having to pay for a custom piece once more and felt that it should be delivered to her at no cost.  Jill reminded her of our company policy regarding custom made trim.  Ms. [redacted] felt that both drawings that she provided were, in fact, the same and therefore she should not have to pay anything additional.  Jill pointed out that the two custom corner drawings were different.   Jill then emailed Ms. [redacted] a copy of the first drawing she approved with Joshua on August 11th 2016.  Tuesday, September 20th 2016:  Ms. [redacted] called Jill confirming that she received the first drawing and began arguing that she never gave approval on August 11th.  The custom piece she approved is the one that she drew September 19th, but this is not the case.  Jill told her we could remake the custom corner, based on her September 19th drawing, but there would be an additional charge.  Ms. [redacted] became agitated, angry and demanded us to make the piece without charge with free delivery.   Once again, Jill explained our company’s policy regarding custom made trim.  Ms. [redacted] then abruptly hung up the phone.