Empire Lumber Co

[redacted] Per the request of David K***, President of Empire Lumber Co., I am responding to your letter of October 7, 2017.Unfortunately, the customer did not follow the Installation and Storage requirements for the productTherefore, the warranty is voidI have attached the correspondence mailed to the customer on July 14, for your review [redacted] also acknowledges this as you can readily see.If you should have additional information, please don't hesitate to contact me

October 23, 2017Complaint ID# [redacted] Dear [redacted] This product was special ordered in May from [redacted] We picked it up in JuneUpon unhandingthe bundles we noticed that several pieces were wet and heavyThese particular pieces also had a very large grainWe decided to put all of the wood in our basement and let it dry betterIn August Istarted primingthe boardsThis took several days consideringthat we had boards and I primed them on top, bottom, both edges and endsWhile gettingthe boards ready to put the primer on we were continually getting splinters from the woodWe took over boards back to [redacted] to exchange them for better piecesThe wood was installed in October and immediately had two coats of outdoor paint put on it.Over the winter we noticed that the wood on top of some of the pieces was starting to peel and splitThe wood was separating on the grainBy April when the complaint was made with [redacted] over pieces throughout the porch were coming apartIn May we received a letter from [redacted] statingthat they needed photosWe immediately sent photosOn May [redacted] sent us a copy of the letter that was sent to Empire Lumber (See Attached)After getting nothingfrom them Icalled MrS [redacted] at Empire on June Iwas told that he was out of the office and would call me next weekAfter hearing nothing Icalled him again on June and had to leave a messageOn June Icalled [redacted] corporate office where the original complaint was sentThey then sent another letter to Empire.In July I received the letter from Empire that you have a copy ofIimmediately called [redacted] corporate office to address this matterThey told me that Iwould have to contact the store Manager where the product was boughtIleft Greg T [redacted] , the store manager, a message on July He never respondedOn July called again and talked to himIexplained that the wood we purchased was tongue and groveIf it is painted on the tongue and grove edges the boards will not slide in each otherItold him that it was the top of the boards that were peeling not the edgesHe told me to email him a copy of the letter from Empire and he would forwardit to his buyer (the person that buys the lumber for the [redacted] stores)Iwas told that this person would contact Empire Lumber for meIemailed the letter on AugAfter no response I called MrT [redacted] again on AugHe then sent the letter to his buyer and said he wouldlet me know when he heard something.After hearing nothing for over a month Icalled MrT [redacted] again on SeptHe told me he would forward to me the email from the buyerHe never sent it to meOn Septhe emailed me the same letter that Ioriginally sent to him from Empire and told me that Iwould have to contact Empire on my own and [redacted] would not help me.I immediately called Empire Lumber and was told by the receptionist that MrS [redacted] on vacation but she would have him contact meI asked to talk to the owner but he was also not availableTo this day no one has ever contacted me from Empire.So in response to Empire Lumber's letter to you,the lumber was never stored inappropriately.It was stored in our dry basement for two monthsAnd the only reason we had to store the wood was because several of the pieces were heavy and wetWe believe the wood was not kiln dried properly as stated on their labelEmpire's letter also said that Ineeded to prime and paint the wood on all sides before installationI primed the wood on all sidesBut the tongue and grooved edges cannot be painted with exterior paint or they will not be able to slide into each other properly for installationEverything was painted with two coats of paint after installationThe grain of the wood is peeling on top of the boards not on the edgesWe believe that the problems we are having is from improper kiln drying by Empire Lumber

[redacted]Per the request of David K[redacted], President of Empire Lumber Co., I am responding to your letter of October 7, 2017.Unfortunately, the customer did not follow the Installation and Storage requirements for the product. Therefore, the warranty is void. I have attached the...

correspondence mailed to the customer on July 14, 2017 for your review. [redacted] also acknowledges this as you can readily see.If you should have additional information, please don't hesitate to contact me.

October 23, 2017Complaint ID# [redacted]Dear [redacted]This product was special ordered in May 2016 from [redacted] We picked it up in June. Upon unhandingthe bundles we noticed that several pieces were wet and heavy. These particular pieces also had a very large grain. We decided to put all of the wood in our basement and let it dry better. In August Istarted primingthe boards. This took several days consideringthat we had 144 boards and I primed them on top, bottom, both edges and ends. While gettingthe boards ready to put the primer on we were continually getting splinters from the wood. We took over 30 boards back to [redacted] to exchange them for better pieces. The wood was installed in October and immediately had two coats of outdoor paint put on it.Over the winter we noticed that the wood on top of some of the pieces was starting to peel and split. The wood was separating on the grain. By April 2017 when the complaint was made with [redacted] over 30 pieces throughout the porch were coming apart. In May we received a letter from [redacted] statingthat they needed photos. We immediately sent photos. On May 23 [redacted] sent us a copy of the letter that was sent to Empire Lumber (See Attached). After getting nothingfrom them Icalled Mr. S[redacted] at Empire on June 9. Iwas told that he was out of the office and would call me next week. After hearing nothing Icalled him again on June 28 and had to leave a message. On June 29 Icalled [redacted] corporate office where the original complaint was sent. They then sent another letter to Empire.In July I received the letter from Empire that you have a copy of. Iimmediately called [redacted] corporate office to address this matter. They told me that Iwould have to contact the store Manager where the product was bought. Ileft Greg T[redacted], the store manager, a message on July 24. He never responded. On July 311 called again and talked to him. Iexplained that the wood we purchased was tongue and grove. If it is painted on the tongue and grove edges the boards will not slide in each other. Itold him that it was the top of the boards that were peeling not the edges. He told me to email him a copy of the letter from Empire and he would forwardit to his buyer (the person that buys the lumber for the [redacted] stores). Iwas told that this person would contact Empire Lumber for me. Iemailed the letter on Aug.3. After no response I called Mr. T[redacted] again on Aug. 11. He then sent the letter to his buyer and said he wouldlet me know when he heard something.After hearing nothing for over a month Icalled Mr. T[redacted] again on Sept. 21. He told me he would forward to me the email from the buyer. He never sent it to me. On Sept. 26 he emailed me the same letter that Ioriginally sent to him from Empire and told me that Iwould have to contact Empire on my own and [redacted] would not help me.I immediately called Empire Lumber and was told by the receptionist that Mr. S[redacted] on vacation but she would have him contact me. I asked to talk to the owner but he was also not available. To this day no one has ever contacted me from Empire.So in response to Empire Lumber's letter to you,the lumber was never stored inappropriately.It was stored in our dry basement for two months. And the only reason we had to store the wood was because several of the pieces were heavy and wet. We believe the wood was not kiln dried properly as stated on their label. Empire's letter also said that Ineeded to prime and paint the wood on all sides before installation. I primed the wood on all sides. But the tongue and grooved edges cannot be painted with exterior paint or they will not be able to slide into each other properly for installation. Everything was painted with two coats of paint after installation. The grain of the wood is peeling on top of the boards not on the edges. We believe that the problems we are having is from improper kiln drying by Empire Lumber.