[redacted] , I have read the response by the customer We have sold vinyl privacy fence to the same specification since The product sold to the customer was done to the same specifications It is apparent to me that the customer had an existing white vinyl fence adjacent to his yard which looks similar to the product we sell, but has a different specification regarding the height of the panels While I understand his frustration when realizing the difference in the product, I do not feel it is Cedar Supply’s fault If the customer had a contractor install a fence to a different specification which was purchased through another company, or Cedar Supply, how would we know that? The customer stated to me that the other fence had been installed by a contractor who had purchased the product from us If this were the case that contractor would have had to have specifically asked us for a different specificationIf indeed this is the case and the contractor had relayed this information to the homeowner all of this could have been avoided Cedar Supply does fabricate the fence, and as I told the customer we can do fencing to different specifications, but to expect us to do so arbitrarily in not reasonable I’m sorry if the customer assumed their existing fence was exactly the same as standard product The customer seems very concerned about the “lack” of a discount in their purchase I tried to explain that he did receive a discount from retail pricing as the fencing was on sale at the time of his purchase The fact that the sale price is not noted as a “discount” is irrelevant I’m not sure what discounted product, or not, really has to do with the overall issue at hand, but I guess I need to clarify Cedar Supply works hard to achieve quality customer service but to expect any company to bare a financial burden for doing business as usual and in good faith does not seem reasonable to me Thank you for your timeCurt K**Cedar SupplySHWY 287FtCollins, CO [redacted]
[redacted] , I received your letter and yes we would be happy to respond to the complaint referenced in your ID number of [redacted] The customer purchased vinyl privacy fence materials from us on April 19, A few days prior to filing the complaint MrV called our office and told the salesman he had worked with, that the fence was “wrong” and not the right height The salesman’s first response was to get with myself and another manager here to discuss the pr**lem I asked the salesman to have the customer measure the product to see if indeed a mistake had been made The customer called back and gave us the dimensions which were actually correct for the fence we had sold This answer was not satisfactory with the customer and he asked to talk to a manager I did talk with this customer and he immediately mentioned that he had purchased this product without any discount and it was too short It appears that another fence adjacent to his was a different company’s product and that company uses a different specification for their panel dimensions I tried to explain that the components we use for this fence are “common shapes” in the industry and may appear to be the same even if they are not At this point in the conversation the customer became very upset, and told me we had supplied that fence too and we just didn’t want to “do anything about it” Cedar Supply has sold the same fence and panel dimensions since I offered numerous times to pick up the product for a full refund, and this was not satisfactory I also offered to fabricate the fencing to a different specification, with the understanding that increasing the height would also impact the cost Again, this offer was not to his satisfaction The customer continued to mention that he did not receive a discount at purchase which is actually false I tried to explain, to no avail, that he had indeed received a discount, as that style and height of fence was on sale during the month of April Cedar Supply has always worked hard to make the customer happy, but unfortunately this situation did not present us with much of a chance to accomplish that The fact that the customer went ahead and installed the fence after realizing the difference between products left me without options here Thank you for your time and consideration Curt K**Cedar SupplySHWY 287FtCollins, CO [redacted]
[redacted] , I have read the response by the customer We have sold vinyl privacy fence to the same specification since The product sold to the customer was done to the same specifications It is apparent to me that the customer had an existing white vinyl fence adjacent to his yard which looks similar to the product we sell, but has a different specification regarding the height of the panels While I understand his frustration when realizing the difference in the product, I do not feel it is Cedar Supply’s fault If the customer had a contractor install a fence to a different specification which was purchased through another company, or Cedar Supply, how would we know that? The customer stated to me that the other fence had been installed by a contractor who had purchased the product from us If this were the case that contractor would have had to have specifically asked us for a different specificationIf indeed this is the case and the contractor had relayed this information to the homeowner all of this could have been avoided Cedar Supply does fabricate the fence, and as I told the customer we can do fencing to different specifications, but to expect us to do so arbitrarily in not reasonable I’m sorry if the customer assumed their existing fence was exactly the same as standard product The customer seems very concerned about the “lack” of a discount in their purchase I tried to explain that he did receive a discount from retail pricing as the fencing was on sale at the time of his purchase The fact that the sale price is not noted as a “discount” is irrelevant I’m not sure what discounted product, or not, really has to do with the overall issue at hand, but I guess I need to clarify Cedar Supply works hard to achieve quality customer service but to expect any company to bare a financial burden for doing business as usual and in good faith does not seem reasonable to me Thank you for your timeCurt K**Cedar SupplySHWY 287FtCollins, CO [redacted]
[redacted] , I received your letter and yes we would be happy to respond to the complaint referenced in your ID number of [redacted] The customer purchased vinyl privacy fence materials from us on April 19, A few days prior to filing the complaint MrV called our office and told the salesman he had worked with, that the fence was “wrong” and not the right height The salesman’s first response was to get with myself and another manager here to discuss the pr**lem I asked the salesman to have the customer measure the product to see if indeed a mistake had been made The customer called back and gave us the dimensions which were actually correct for the fence we had sold This answer was not satisfactory with the customer and he asked to talk to a manager I did talk with this customer and he immediately mentioned that he had purchased this product without any discount and it was too short It appears that another fence adjacent to his was a different company’s product and that company uses a different specification for their panel dimensions I tried to explain that the components we use for this fence are “common shapes” in the industry and may appear to be the same even if they are not At this point in the conversation the customer became very upset, and told me we had supplied that fence too and we just didn’t want to “do anything about it” Cedar Supply has sold the same fence and panel dimensions since I offered numerous times to pick up the product for a full refund, and this was not satisfactory I also offered to fabricate the fencing to a different specification, with the understanding that increasing the height would also impact the cost Again, this offer was not to his satisfaction The customer continued to mention that he did not receive a discount at purchase which is actually false I tried to explain, to no avail, that he had indeed received a discount, as that style and height of fence was on sale during the month of April Cedar Supply has always worked hard to make the customer happy, but unfortunately this situation did not present us with much of a chance to accomplish that The fact that the customer went ahead and installed the fence after realizing the difference between products left me without options here Thank you for your time and consideration Curt K**Cedar SupplySHWY 287FtCollins, CO [redacted]