Classic Truss & Wood Components, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] The problem with the door is that it DOES NOT fitThe specs were input incorrectly and ordered from the vendor incorrectlyObviously, I have stated I never received the initial email after our conversation, or did I send an email back to confirm our initial conversationThe door specs match the email you posted on Revdex.com earlier, however, when I initially got the door home after purchase it DID NOT fitAlso please don't compare yourself to *** ** *** *** because they would have had this issue fixed months ago if there employee inputed the wrong information.They definitely wouldn't put all of the blame on the consumerMy only mistake was to not go there to begin withI have wasted more time dealing with this than its worthIf your not going to fix the door please don't waste my time any longer and don't reply. Thanks
Regards,
*** ***

RE: Complaint ID: ***On July 8, 2015, I received a call from *** *** requesting an interior door slab.informed *** that I could help himI told him I would need some measurements from hisexisting doorHe said it was just a standard interior doorI told him that not all
doordistributors have the same specifications regarding hinge and bore placementsHe again saidit's just a standard 28" interior doorHe said when he got his previous replacement door fromus, *** ***, (former *** Homes Superintendent) didn't ask all of these questionsand didn't need all of these measurementsI told him that I didn't know what *** did, butwould need some measurements to make sure the new door would workHe reluctantly gaveme the measurements needed, which was the dimension from the top of the door to the top ofeach hinge and the top of the door to the center of the boreI told him the new door thatwould be ordering for him comes from the distributor primed and he would have to paint thedoorAgain he referenced the door he received from *** and said that door was alreadypaintedI again told him I wasn't certain what *** did to the previous door but the new doorwould not come pre-paintedI gave him the contact information for the painter ***Homes usesI told *** the price of the door slab, which was $and it would takeapproximately weeks to get the door.After talking to *** I placed the order with our vendorIn addition, I sent *** an email (seeattached) confirming everything we discussed including the measurements he supplied and theprice of the door plus sales taxThe price I gave *** was the price he paid for the door (seeattached invoice)The State of Indiana has a 7%sales taxThe 7% IN sales tax was thedifference.On July 20, 2015, we received the door from our vendorI sent an email informing *** his doorhad come in and can be picked upI included the total cost including tax in the emailOn July24, *** came into the office, paid the invoice and received his door slab.In early August, I received a call from *** said the door wasn't rightI asked himwhat wasn't right about it*** started to rant about how he didn't have any issues when heordered the door from BradHe said the door he got this time wasn't paintedI reminded himof our earlier conversation we had regarding the door and the door would come to him primed,not paintedHe began to rant and curseI again asked what wasn't right with the door***stone and language got even more vulgarI asked him to calm down and tell me what waswrong with the doorHe continued his vulgar rant so I hung the phone up.Several people with *** Homes including *** ***, Owner &CEO have talked to *** inan attempt to remedy the issue*** asked *** what was wrong with the doorHe asked for*** to measure the dimensions of the hinge and bore placement on the door he receivedHetold *** we would take responsibility and get him a new door if it wasn't what he orderedAsof today, *** has not replied.*** supplied us with the measurements of the door specificationsif the measurements ***supplied are not the measurements the door slab was prepped to then our vendor made amistake, which we would assume responsibilityWe would order *** another door to matchthe measurements he gave usIf the measurements on the door are exactly what ***provided to us and they don't match his existing door frame that would be a mistake ***madeHowever, we still don't know what is wrong with the door.From the moment in our original phone call when I asked *** for some measurements, ***has had a combative attitude and toneRegardless of ***'s belligerent approach to the issue,if the door isn't to the dimensions he supplied we would order *** another doorWe willalways honor our commitments, as we strive to provide exceptional customer service.Sincerely,*** ***Purchasing Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]Good afternoon,It seems as we are going back and forth and have not made any progress on a resolutionMr*** is correct, this should have been a simple matter to fixHowever, for some reason *** Homes/Classic Truss has really dragged this out and decided to blow me off for months in the beginning up until I reached out to the Revdex.comI still find it hard to believe that after calling and speaking to *** & *** 4-times on the main business line that management never knewNow, Let me try to make this as clear as I can: Until yesterday when I opened the attachment from Mr***'s response, I never received or saw an email from Mr*** with the original specsOnly the original phone call, the invoice, and then that the door was finally in their shopThat is why I called *** *** a few weeks ago and left him a message asking him to resend me the original email and then I would check the door specs as requested by him from our first and only phone conversationI am NOT saying Mr*** didn't send the first email at all, so I don't need the attachment again as his proofThere was obviously some kind of a a deliver, send, or server issue on someone's end with the first emailMr*** states he ordered the door just as I requested and sent me an email with the specs and then I confirmed the door order was correct back to him by emailI would like to see that email, because again, I do not remember seeing the email or especially know what I said in response confirming to move forwardAfter measuring the door, I found out the specs match the attached email, however, the door is the wrong size and it couldn't be what I told him over the phone to order for me, since I have ordered the exact same door years ago with Zero issuesOnce again, please show me the email where I confirmed that door size and orderThe door matches what the email shows, which is what was ordered in errorIf you can't send me something showing that I confirmed the order, then how would you know you were ordering the correct door size? Lastly, if I did in fact confirm the order and they have the email I sincerely apologize in advanceI will accept full responsibility and go out and pay for another door and stop wasting our valuable time.Thanks again
Regards,
*** ***

Just to confirm, I did not receive an email from [redacted] confirming the specs, nor was I expecting to receive an email confirming the specs.  [redacted] verbally gave me the door size and specs.  My email back to him was the confirmation.  That's the way it works.  If one is to buy something online or at [redacted] or any other place they give you the confirmation. It is the responsibility of the buyer to make sure the order is correct.  They are in no way expecting confirmation from the buyer.  The confirmation comes from the seller to the buyer.   I buy every day.  Once I give the seller the information/specs they send me a confirmation.  It is at that point my responsibility to verify.   As of today, I still don't know what is wrong with the door.

Good morning, In the latest response from [redacted] stated that he did speak to [redacted], Owner/CEO.  He stated that [redacted] did not take any responsibility.  [redacted] was unable to take any responsibility simply because as of today, we still don’t know what is wrong with the door [redacted] received.  One cannot assume responsibility if the issue hasn’t been identified. I and others here have made numerous attempts to find a resolution to this issue.  Once again, if the measurements on the door that [redacted] received do not match the measurements he supplied to us it would be an error made by our vendor. We would assume the responsibility for our vendor and order [redacted] another door slab that matches his measurements. If the measurements are what [redacted] supplied then it would be a mistake by [redacted]. The next step in the process would be to identify the issue with the door.  Any other response would be futile and would be seen as an attempt to not resolve the issue. We incorporate many conduits of communication in our daily effort to provide and succeed at extraordinary customer service.   Attached you will find the emails I sent [redacted] confirming our original discussion as well as a screen-shots of my “Sent” folder also acknowledging that in fact I did send the email as previously stated. This is a very simple matter to resolve.  Let’s identify what the issue is with the door.  If our vendor made the mistake we’ll fix it.  If [redacted] supplied incorrect information the matter shall be closed. Best regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]Good afternoon, I spoke to Mr. [redacted] in regards to this matter after I submitted my original complaint to the Revdex.com. He of course didn't take any responsibility for the issue and eluded to the fact that his associate sent me an email. Shortly after speaking with him I had to leave town to work for a few  weeks and wasn't able to search for the alleged emai with the measurements and me responding and acknowledging the door specs. Once I returned, I couldn't find any correspondence from the company, so I reached out to Mr. [redacted] and had to leave a voicemail asking him to forward me the original email from his associate showing that I acknowledged and received the specs. I of course haven't received a call back from anyone and they are back to their poor customer service. I'd be happy to supply phone records to show I made the call. I understand that Mr. [redacted] and his company conducts business by email, I just really don't recall seeing or responding to any email agreeing to the alleged specs stated by Mr. [redacted]s associate. However, I am very busy with work and receive hundreds of emails daily. So if in fact I did agree to move forward with the door and responded to Mr. [redacted]s associate's  email to complete the service, I will accept the loss and move forward.  So I would like the same resolution to fix my door and paint, or the company to supply the email showing I agreed to the door specs.I noticed there is a typed up email, but I didn't see anything from me acknowledging the service.
Regards,
[redacted]