Construction Metal Products

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 years of business Please note the (2) attachments to this response One is an end view picture of a package of metal panelsThe other is the delivery/piticket 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 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 lengthEven 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 panels in a pack This should have been verified by the customer before he left CMP Most orders are much more complex than this orderThey can have or more panels of various lengths along with various roof trims and accessoriesOur 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 itWe rarely have an issue with any orderthere may be or times per year There can be plus orders that we fabricate that go out of our doors weekly [redacted] did call on MondayHe 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 panelsAlso 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 ranThis 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 $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 panels When [redacted] returned to pick up the panels, he also brought back (1) bag of screws He asked if we would credit the screwsWe agreed to give him full credit for the screws without our standard 15% restocking fee This brought his total for panels to $36.83, not $ [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 ***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 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 ordersThere were instances when customers would say they would be as many as 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 haveHumans 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 ServiceWe 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