M. Glosser & Sons, Inc.

October 24, 2016Dear ** ***,I am in receipt of the above referenced complaintI have also spoken personally with the owner of the complainant company in an effort to reach a resolutionUnfortunately, a mutually agreeable resolution has not yet been agreed uponThe circumstances of the sale in
question are as suchOn July 15, we shipped pieces of 4' x 8" x 0.063' aluminum diamond plate to our customerAluminum diamond plate is not a stock item for usIn fact, we only stock mild carbon steel productsHowever, we can get other metal products as a favor to our customers from time to timeUpon receiving the order from the customer, we ordered the aluminum diamond plate from our supplier all cut to size and packaged for deliveryThe pieces of aluminum, packaged and banded in one stack, was received and then delivered by our truck on July 15.On September 12, 2016, we received word that there was a problem with this aluminum plateWe quickly dispatched our outside salesperson to look at the plate and investigate the claimShe took photos that we then sent to our supplierWe have been purchasing metal products from this supplier for more than years and they have always been honest and forthright in representing their materialThey have never hesitated to take responsibility for a problemAfter looking at the photos the supplier responded that the tarnishing that the customer complained about could only be caused by allowing the aluminum to get wet and/or improper polishingThe aluminum comes to my supplier from an aluminum mill and each piece is inspected then cut to size and inspected again before being packaged, banded, and shippedNeither the supplier nor my company did any polishing to the materialThe inspection by our supplier found no problems with the materialWe merely transferred the material from our supplier's truck to our own without breaking apart the banding and packaging.As mentioned, we do not stock this material and provide it only as a favor for customers, we put minimal margin on it because also as a favorThe gross profit was around $for this saleThat does not include the cost of deliveryWhat must have happened is that the material must have gotten wet and then personnel from the customer tried to polish it without proper tools or methodIt took two months for the customer to send us the complaint which was plenty of time for this to happenPossibly the material was stored in a location allowing it to get wetAlso, the customer did not give us an opportunity to replace the material and wanted only a refund and was not agreeable to any other type of settlement.I am the fourth generation owner of my year old company and we have achieved that by offering excellent customer service and forging great relationships with our customers, suppliers, and employeesalways stand behind the material sell, but in this case, it is obvious to me that the circumstances do not warrant a refundThank you for your concern.Sincerely,Greg G. President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
11-4-
Revdex.com Request for MGlosser & Sons 10-24-response to *** *** *** * *** **complaint
As MrGlosser stated, cause of discoloration of material may have come from material getting wet
He stated that material came to him from a reliable supplier, already packaged from an aluminum mill
We acknowledge that packaged material was received, but not inspected by our company, until needed for the contract job for which it was purchasedThis explains the time lapse from the time the material was received by our company from MGlosser & Sons until the report of the problem with the aluminum plate
We, too, have complete faith in our customers and workersNo aluminum plate which the sales person saw and took pictures of had been touched in any wayThe one piece which was hung at our customer’s location was attempted to be polished after the customer was completely dissatisfied with the materialIt became clear that attempting to polish the imperfections out of the material would not work, prompting our call to MGlosser and Sons about the problems with the aluminum plating
As this material was sent from aluminum mill to supplier to Glosser, and then delivered to our Spring Glen location, our question to MGlosser Company was “Could the material have gotten wet before it was ever shipped to us, causing the discoloration noted?”The material received from MGlosser & Sons was stored here at *** *** *** in an enclosed garage where it could not have gotten wet before being taken to the customer job site
We are extremely upset that a company that we have done business with for decades has been so callous about our request for return of the sub-standard material for credit or refund, as well as pointing to our integrity as their customer
We have decided to end our business relationship with MGlosser & Sons
*** *** *** * *** *** ** *** **
Spring Glen, PA *** ***
Regards,
*** ***