I am writing in response to Mr [redacted] Revdex.com complaint # [redacted] and I would like to address his issue as well as clarify a few thingsPillar Marketing LLC serves as the sales division for USA Pole Barns and handles all sales calls that come into their officeFrom our initial conversations, as with all of our customers, we have gone to great lengths to communicate clearly and to address all of this customers concerns and issuesI have emails from this customer thanking me for answering all of his questions and commenting on how well the truck driver did when he delivered his building package on 1/19/ I have an email on 1/stating“ Building delivered! Wow! The driver did a great jobKept the communication open and did a great job! Is there someone that I can send and email to tell them of his good work?” In response to that email I responded by saying thank you and asking the customer to look through the package over the next couple of days to make sure that there is not any damage, shortage or other issuesI asked him to let me know if there was so that I could get it replaced and not delay the construction of his projectHe replied on 1/20/that there was no visible damage and it looked like it was all thereI advised him that if anything changed to let me know On 1/25/the customer emailed me and asked me if we had a schematic of the gable to eave soffit detailWe do not provide a detail of the gable to eave soffit detail because there are several ways that it can be doneIt is a personal preference, and it is done differently in various parts of the countryAll of our packages are figured with enough material to do it in any of these waysIn an effort to help this customer I emailed him a photo of my own personal building on 1/25/and in the email I stated the following, “Here is a photo of my building and how we did mineIf you want a “birdbox” look on the gable ends you will just have to frame it upYou should have enough fascia to do it this wayIf you happen to run short, let me know and I will get you the extra needed to finish itWe figure extra so either way you do it you should be fine” He said thanks and asked me another question regarding the proper placement direction of the laminated columns and how they should be set, and other questions regarding the concrete in the holesI answered all of these to his satisfaction My personal building is not a USA BuildingIt was built years prior to me working with them, and the trim details on my building were not standardMy building is also and 8/pitch roof and his is a 4/pitchThey are not going to look exactly the same, but I sent the photo as a way to give him a visual idea on how to frame that corner, and was not intended to be the only way to do thisI sent it as a way to help the customer because he did not know how to frame it I received a text message to my personal cell phone on 2/19/with a photo of the building framed upHe told me he was waiting on the construction inspection and asked me some questions regarding what certain metal screws were used for, and where to use the caulking, which I answered to his satisfactionOn 2/22/I received another text that the inspection was passedHe said he was short some lap screws, that were apparently not shipped, and so we overnighted him new ones so that we did not delay his project On 2/26/2016, I received a text on my personal cell showing a photo of his building and of the photo of my building I sent on 1/25/He followed the text with a phone call and I explained how to finish and cap off the exposed wood area shown in his photoI called USA offices and they indicated that there should be plenty of green trim to finish that building there, but if he need more to let them know and they would ship it outAfter my reply, the customer said that we sent the wrong F&J Soffit trimThat it should have been green like mineI told him that my building was not standard and not a USA buildingAt this point, I also sent him photos of several other buildings done differently and we suggested ways to correct itWe even offered to send him green F&J trim at no cost to him I expressed via email on 3/1/that it has been standard operating procedure since the very inception of USA’s business over ten years ago to have the f&j channel (overhang trim) match the siding color, regardless of the requested trim colorThis was not a mistake, nor have we ever had any negative feedback in doing it this way (aside from this customers)We always supply enough soffit, j channel, and fascia for the builder to make the transition in a manner he sees fitNot to mention the touch up paint we send, which is exact color matching paint from the same factory the steel is painted in, with the same warranty Even after the offer to send new trim at our expense the customer then insisted that we needed to pay him or send a crew to take the siding off and replace the trim If the trim was truly the wrong color, then why did the customer not notify us in all off the previous communications? Especially after our emails on 1/regarding the soffit detail and my photoI asked him to check the load on 1/as well for damages, shortages or other issuesSecondly, if it was the wrong color why did the customer install it and then now is insisting for us to pay for it to be changed because he doesn’t like it? Again, we have gone above and beyond to communicate with this customer throughout the entire quoting, sales, delivery and construction processWhen this issue came up we promptly offered several solutions which he rejectedAs I said, earlier we even offered to send the customer a different color F&J trim at our expense even though our standard procedure is to make the F&J the same as the siding color We are still willing to do this to try to satisfy the customerHowever, the customer installed the trim which he states is the wrong color, not Pillar or USAIf there was an issue with this he should have contacted us immediately, as I expressed in emails, so that we could have sent him his color choice prior to installing the trimWe will send the trim out tomorrow if he request us to do so Thank you for the opportunity to clarify this Greg [redacted] Pillar Marketing LLC
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Dear Revdex.com:
RE: Complaint ID ***
Thank you for forwarding the response from Greg *** from Pillar Marketing LLC
My primary residence is in Colorado and my second home is located at*** *** *** ** Naples, FL. The initial travel plan was to go to Florida for the month of February to build the x pole building. I needed to be home as soon after the first of March as possible because of other obligationsI did leave Colorado in January 16th because the building was to be delivered early on the 19th and I needed to be there when the building arrivedYes, I was very pleased with the delivery driver and his knowledge and communicationI did inventory the wood products for the building and checked for “any damages” and I did report back to Greg *** as per his reportAll of the metal parts and pieces were wrapped in plastic and could not be inventoried. At this time the southern Florida was experiencing heavy rains over the next couple of weeksWas advised to leave the plastic on the metal parts to protect them from the rain and I was supposed to just cut the plastic on the ends of the pallets of metal to help them breathI was to report to Greg *** if I found any problems with the metal parts
My Quote from a letter sent to Greg *** and USA Pole barns dated March 9th “Have been quite pleased with the cooperation and the service that has been provided to move this project forward except for the last two weeks”There is no doubt that I have been very pleased working with Greg *** at Pillar Marketing and USA Pole Barns until it was discovered that the wrong color of trim was sent with my building packageSince I have two residences most of my building order paperwork was in Colorado including my Color Selection FormThe Color Selection form was sent to you as an attachment on the initial complaintIt did indicate that the wall color be tan, roof evergreen, trim evergreen and overhang (F&J channel) evergreenThis color order has been clear since the beginning with my Customer Approval SignatureI am very happy with my color selection
Greg *** was contacted immediately when the problem was discovered at day two of installing the exterior metalBefore this all of the metal parts were kept in the plastic as per Greg’s instructionsThe wrong color was discovered on day two when I was installing the intersecting pieces from the side wall to the end wallImmediately I took photos and sent them to Greg as per his instructionsGreg spoke with Tim from USA and they told me that I just needed to cut/chop off the tan trim and piece in door j channelSo I kept working on the building as” instructed by Greg and Tim” to cut off the tan and install green door trim? This took approximately hours per corner of the building hours totalThen the next problem occurred when I installed the corner trim I have the exact same problem again because the corner trim is widerOnce again I took photos of the problem and sent them to GregGreg and Tim wanted me to cut back the tan trim even more and install more door J channel? I just knew this was not right and I was not happy! The F&J channel was the wrong color and cutting and chopping and pieciwill not solve the problemGreg sent me an email dated March 1st stating”We always supply enough soffit, j channel, and fascia for the builder to make the transition in a manner he sees fit”and “ Removing the siding and replacing the f&j channel is an unreasonable/unnecessary remedy”.
Time was running short so I temporarily installed the corner trim to secure the building so I could return to Colorado March 5thWent I arrived home I indeed ordered the Green F&J channel and not the tan Channel that was sent to meIt was the mistake of Greg *** from Pillar Marketing and USA Pole BarnsThey told me to continue to try to “fix” the problem with the extra green door J channel that was with the buildingThis is why I continued to work on the building cutting/chopping off the tan and piecing in the green door trim as per Greg’s and Tim’s instructionsThe F&J channel is the first metal that is installed on the wood frame to support the siding and the soffitSiding and soffit will need to be removed to install the correct green F&J channelI have triple the expense in labor because of the ordering mistake caused by Greg *** from Pillar Marketing and Tim from USA Pole Barns
Remedy: It should take approximately one day per side (hours) with two people to remove the siding, soffit and tan F&J channel and install the correct green F&J channel and reinstall the siding and soffitLabor @ $per hour per worker would be $per side and a total of $for labor .This is a tall building and all work will have to be completed on laddersThe materials need would be enough green F&J channel (approximately lf) to correct the order and enough new screws to reinstall the siding
Thank you for your continued supportHave tried to attached photos a couple of times by the file will not go thru?
*** ***
Regards,*** ***
I am writing in response to Mr. [redacted] Revdex.com complaint #[redacted] and I would like to address his issue as well as clarify a few things. Pillar Marketing LLC serves as the sales division for USA Pole Barns and handles all sales calls that come into their office. From our initial conversations, as...
with all of our customers, we have gone to great lengths to communicate clearly and to address all of this customers concerns and issues. I have emails from this customer thanking me for answering all of his questions and commenting on how well the truck driver did when he delivered his building package on 1/19/2016.
I have an email on 1/19 stating. “ Building delivered! Wow! The driver did a great job. Kept the communication open and did a great job! Is there someone that I can send and email to tell them of his good work?” In response to that email I responded by saying thank you and asking the customer to look through the package over the next couple of days to make sure that there is not any damage, shortage or other issues. I asked him to let me know if there was so that I could get it replaced and not delay the construction of his project. He replied on 1/20/16 that there was no visible damage and it looked like it was all there. I advised him that if anything changed to let me know.
On 1/25/2016 the customer emailed me and asked me if we had a schematic of the gable to eave soffit detail. We do not provide a detail of the gable to eave soffit detail because there are several ways that it can be done. It is a personal preference, and it is done differently in various parts of the country. All of our packages are figured with enough material to do it in any of these ways. In an effort to help this customer I emailed him a photo of my own personal building on 1/25/16 and in the email I stated the following, “Here is a photo of my building and how we did mine. If you want a “birdbox” look on the gable ends you will just have to frame it up. You should have enough fascia to do it this way. If you happen to run short, let me know and I will get you the extra needed to finish it. We figure extra so either way you do it you should be fine”.
He said thanks and asked me another question regarding the proper placement direction of the laminated columns and how they should be set, and other questions regarding the concrete in the holes. I answered all of these to his satisfaction.
My personal building is not a USA Building. It was built 5 years prior to me working with them, and the trim details on my building were not standard. My building is also and 8/12 pitch roof and his is a 4/12 pitch. They are not going to look exactly the same, but I sent the photo as a way to give him a visual idea on how to frame that corner, and was not intended to be the only way to do this. I sent it as a way to help the customer because he did not know how to frame it.
I received a text message to my personal cell phone on 2/19/16 with a photo of the building framed up. He told me he was waiting on the construction inspection and asked me some questions regarding what certain metal screws were used for, and where to use the caulking, which I answered to his satisfaction. On 2/22/16 I received another text that the inspection was passed. He said he was short some lap screws, that were apparently not shipped, and so we overnighted him new ones so that we did not delay his project.
On 2/26/2016, I received a text on my personal cell showing a photo of his building and of the photo of my building I sent on 1/25/16. He followed the text with a phone call and I explained how to finish and cap off the exposed wood area shown in his photo. I called USA offices and they indicated that there should be plenty of green trim to finish that building there, but if he need more to let them know and they would ship it out. After my reply, the customer said that we sent the wrong F&J Soffit trim. That it should have been green like mine. I told him that my building was not standard and not a USA building. At this point, I also sent him photos of several other buildings done differently and we suggested ways to correct it. We even offered to send him green F&J trim at no cost to him.
I expressed via email on 3/1/2016 that it has been standard operating procedure since the very inception of USA’s business over ten years ago to have the f&j channel (overhang trim) match the siding color, regardless of the requested trim color. This was not a mistake, nor have we ever had any negative feedback in doing it this way (aside from this customers). We always supply enough soffit, j channel, and fascia for the builder to make the transition in a manner he sees fit. Not to mention the touch up paint we send, which is exact color matching paint from the same factory the steel is painted in, with the same warranty.
Even after the offer to send new trim at our expense the customer then insisted that we needed to pay him or send a crew to take the siding off and replace the trim.
If the trim was truly the wrong color, then why did the customer not notify us in all off the previous communications? Especially after our emails on 1/25 regarding the soffit detail and my photo. I asked him to check the load on 1/19 as well for damages, shortages or other issues. Secondly, if it was the wrong color why did the customer install it and then now is insisting for us to pay for it to be changed because he doesn’t like it?
Again, we have gone above and beyond to communicate with this customer throughout the entire quoting, sales, delivery and construction process. When this issue came up we promptly offered several solutions which he rejected. As I said, earlier we even offered to send the customer a different color F&J trim at our expense even though our standard procedure is to make the F&J the same as the siding color.
We are still willing to do this to try to satisfy the customer. However, the customer installed the trim which he states is the wrong color, not Pillar or USA. If there was an issue with this he should have contacted us immediately, as I expressed in emails, so that we could have sent him his color choice prior to installing the trim. We will send the trim out tomorrow if he request us to do so.
Thank you for the opportunity to clarify this.
Greg [redacted]
Pillar Marketing LLC.
I am writing in response to Mr [redacted] Revdex.com complaint # [redacted] and I would like to address his issue as well as clarify a few thingsPillar Marketing LLC serves as the sales division for USA Pole Barns and handles all sales calls that come into their officeFrom our initial conversations, as with all of our customers, we have gone to great lengths to communicate clearly and to address all of this customers concerns and issuesI have emails from this customer thanking me for answering all of his questions and commenting on how well the truck driver did when he delivered his building package on 1/19/ I have an email on 1/stating“ Building delivered! Wow! The driver did a great jobKept the communication open and did a great job! Is there someone that I can send and email to tell them of his good work?” In response to that email I responded by saying thank you and asking the customer to look through the package over the next couple of days to make sure that there is not any damage, shortage or other issuesI asked him to let me know if there was so that I could get it replaced and not delay the construction of his projectHe replied on 1/20/that there was no visible damage and it looked like it was all thereI advised him that if anything changed to let me know On 1/25/the customer emailed me and asked me if we had a schematic of the gable to eave soffit detailWe do not provide a detail of the gable to eave soffit detail because there are several ways that it can be doneIt is a personal preference, and it is done differently in various parts of the countryAll of our packages are figured with enough material to do it in any of these waysIn an effort to help this customer I emailed him a photo of my own personal building on 1/25/and in the email I stated the following, “Here is a photo of my building and how we did mineIf you want a “birdbox” look on the gable ends you will just have to frame it upYou should have enough fascia to do it this wayIf you happen to run short, let me know and I will get you the extra needed to finish itWe figure extra so either way you do it you should be fine” He said thanks and asked me another question regarding the proper placement direction of the laminated columns and how they should be set, and other questions regarding the concrete in the holesI answered all of these to his satisfaction My personal building is not a USA BuildingIt was built years prior to me working with them, and the trim details on my building were not standardMy building is also and 8/pitch roof and his is a 4/pitchThey are not going to look exactly the same, but I sent the photo as a way to give him a visual idea on how to frame that corner, and was not intended to be the only way to do thisI sent it as a way to help the customer because he did not know how to frame it I received a text message to my personal cell phone on 2/19/with a photo of the building framed upHe told me he was waiting on the construction inspection and asked me some questions regarding what certain metal screws were used for, and where to use the caulking, which I answered to his satisfactionOn 2/22/I received another text that the inspection was passedHe said he was short some lap screws, that were apparently not shipped, and so we overnighted him new ones so that we did not delay his project On 2/26/2016, I received a text on my personal cell showing a photo of his building and of the photo of my building I sent on 1/25/He followed the text with a phone call and I explained how to finish and cap off the exposed wood area shown in his photoI called USA offices and they indicated that there should be plenty of green trim to finish that building there, but if he need more to let them know and they would ship it outAfter my reply, the customer said that we sent the wrong F&J Soffit trimThat it should have been green like mineI told him that my building was not standard and not a USA buildingAt this point, I also sent him photos of several other buildings done differently and we suggested ways to correct itWe even offered to send him green F&J trim at no cost to him I expressed via email on 3/1/that it has been standard operating procedure since the very inception of USA’s business over ten years ago to have the f&j channel (overhang trim) match the siding color, regardless of the requested trim colorThis was not a mistake, nor have we ever had any negative feedback in doing it this way (aside from this customers)We always supply enough soffit, j channel, and fascia for the builder to make the transition in a manner he sees fitNot to mention the touch up paint we send, which is exact color matching paint from the same factory the steel is painted in, with the same warranty Even after the offer to send new trim at our expense the customer then insisted that we needed to pay him or send a crew to take the siding off and replace the trim If the trim was truly the wrong color, then why did the customer not notify us in all off the previous communications? Especially after our emails on 1/regarding the soffit detail and my photoI asked him to check the load on 1/as well for damages, shortages or other issuesSecondly, if it was the wrong color why did the customer install it and then now is insisting for us to pay for it to be changed because he doesn’t like it? Again, we have gone above and beyond to communicate with this customer throughout the entire quoting, sales, delivery and construction processWhen this issue came up we promptly offered several solutions which he rejectedAs I said, earlier we even offered to send the customer a different color F&J trim at our expense even though our standard procedure is to make the F&J the same as the siding color We are still willing to do this to try to satisfy the customerHowever, the customer installed the trim which he states is the wrong color, not Pillar or USAIf there was an issue with this he should have contacted us immediately, as I expressed in emails, so that we could have sent him his color choice prior to installing the trimWe will send the trim out tomorrow if he request us to do so Thank you for the opportunity to clarify this Greg [redacted] Pillar Marketing LLC
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Dear Revdex.com:
RE: Complaint ID ***
Thank you for forwarding the response from Greg *** from Pillar Marketing LLC
My primary residence is in Colorado and my second home is located at*** *** *** ** Naples, FL. The initial travel plan was to go to Florida for the month of February to build the x pole building. I needed to be home as soon after the first of March as possible because of other obligationsI did leave Colorado in January 16th because the building was to be delivered early on the 19th and I needed to be there when the building arrivedYes, I was very pleased with the delivery driver and his knowledge and communicationI did inventory the wood products for the building and checked for “any damages” and I did report back to Greg *** as per his reportAll of the metal parts and pieces were wrapped in plastic and could not be inventoried. At this time the southern Florida was experiencing heavy rains over the next couple of weeksWas advised to leave the plastic on the metal parts to protect them from the rain and I was supposed to just cut the plastic on the ends of the pallets of metal to help them breathI was to report to Greg *** if I found any problems with the metal parts
My Quote from a letter sent to Greg *** and USA Pole barns dated March 9th “Have been quite pleased with the cooperation and the service that has been provided to move this project forward except for the last two weeks”There is no doubt that I have been very pleased working with Greg *** at Pillar Marketing and USA Pole Barns until it was discovered that the wrong color of trim was sent with my building packageSince I have two residences most of my building order paperwork was in Colorado including my Color Selection FormThe Color Selection form was sent to you as an attachment on the initial complaintIt did indicate that the wall color be tan, roof evergreen, trim evergreen and overhang (F&J channel) evergreenThis color order has been clear since the beginning with my Customer Approval SignatureI am very happy with my color selection
Greg *** was contacted immediately when the problem was discovered at day two of installing the exterior metalBefore this all of the metal parts were kept in the plastic as per Greg’s instructionsThe wrong color was discovered on day two when I was installing the intersecting pieces from the side wall to the end wallImmediately I took photos and sent them to Greg as per his instructionsGreg spoke with Tim from USA and they told me that I just needed to cut/chop off the tan trim and piece in door j channelSo I kept working on the building as” instructed by Greg and Tim” to cut off the tan and install green door trim? This took approximately hours per corner of the building hours totalThen the next problem occurred when I installed the corner trim I have the exact same problem again because the corner trim is widerOnce again I took photos of the problem and sent them to GregGreg and Tim wanted me to cut back the tan trim even more and install more door J channel? I just knew this was not right and I was not happy! The F&J channel was the wrong color and cutting and chopping and pieciwill not solve the problemGreg sent me an email dated March 1st stating”We always supply enough soffit, j channel, and fascia for the builder to make the transition in a manner he sees fit”and “ Removing the siding and replacing the f&j channel is an unreasonable/unnecessary remedy”.
Time was running short so I temporarily installed the corner trim to secure the building so I could return to Colorado March 5thWent I arrived home I indeed ordered the Green F&J channel and not the tan Channel that was sent to meIt was the mistake of Greg *** from Pillar Marketing and USA Pole BarnsThey told me to continue to try to “fix” the problem with the extra green door J channel that was with the buildingThis is why I continued to work on the building cutting/chopping off the tan and piecing in the green door trim as per Greg’s and Tim’s instructionsThe F&J channel is the first metal that is installed on the wood frame to support the siding and the soffitSiding and soffit will need to be removed to install the correct green F&J channelI have triple the expense in labor because of the ordering mistake caused by Greg *** from Pillar Marketing and Tim from USA Pole Barns
Remedy: It should take approximately one day per side (hours) with two people to remove the siding, soffit and tan F&J channel and install the correct green F&J channel and reinstall the siding and soffitLabor @ $per hour per worker would be $per side and a total of $for labor .This is a tall building and all work will have to be completed on laddersThe materials need would be enough green F&J channel (approximately lf) to correct the order and enough new screws to reinstall the siding
Thank you for your continued supportHave tried to attached photos a couple of times by the file will not go thru?
*** ***
Regards,*** ***
I am writing in response to Mr. [redacted] Revdex.com complaint #[redacted] and I would like to address his issue as well as clarify a few things. Pillar Marketing LLC serves as the sales division for USA Pole Barns and handles all sales calls that come into their office. From our initial conversations, as...
with all of our customers, we have gone to great lengths to communicate clearly and to address all of this customers concerns and issues. I have emails from this customer thanking me for answering all of his questions and commenting on how well the truck driver did when he delivered his building package on 1/19/2016.
I have an email on 1/19 stating. “ Building delivered! Wow! The driver did a great job. Kept the communication open and did a great job! Is there someone that I can send and email to tell them of his good work?” In response to that email I responded by saying thank you and asking the customer to look through the package over the next couple of days to make sure that there is not any damage, shortage or other issues. I asked him to let me know if there was so that I could get it replaced and not delay the construction of his project. He replied on 1/20/16 that there was no visible damage and it looked like it was all there. I advised him that if anything changed to let me know.
On 1/25/2016 the customer emailed me and asked me if we had a schematic of the gable to eave soffit detail. We do not provide a detail of the gable to eave soffit detail because there are several ways that it can be done. It is a personal preference, and it is done differently in various parts of the country. All of our packages are figured with enough material to do it in any of these ways. In an effort to help this customer I emailed him a photo of my own personal building on 1/25/16 and in the email I stated the following, “Here is a photo of my building and how we did mine. If you want a “birdbox” look on the gable ends you will just have to frame it up. You should have enough fascia to do it this way. If you happen to run short, let me know and I will get you the extra needed to finish it. We figure extra so either way you do it you should be fine”.
He said thanks and asked me another question regarding the proper placement direction of the laminated columns and how they should be set, and other questions regarding the concrete in the holes. I answered all of these to his satisfaction.
My personal building is not a USA Building. It was built 5 years prior to me working with them, and the trim details on my building were not standard. My building is also and 8/12 pitch roof and his is a 4/12 pitch. They are not going to look exactly the same, but I sent the photo as a way to give him a visual idea on how to frame that corner, and was not intended to be the only way to do this. I sent it as a way to help the customer because he did not know how to frame it.
I received a text message to my personal cell phone on 2/19/16 with a photo of the building framed up. He told me he was waiting on the construction inspection and asked me some questions regarding what certain metal screws were used for, and where to use the caulking, which I answered to his satisfaction. On 2/22/16 I received another text that the inspection was passed. He said he was short some lap screws, that were apparently not shipped, and so we overnighted him new ones so that we did not delay his project.
On 2/26/2016, I received a text on my personal cell showing a photo of his building and of the photo of my building I sent on 1/25/16. He followed the text with a phone call and I explained how to finish and cap off the exposed wood area shown in his photo. I called USA offices and they indicated that there should be plenty of green trim to finish that building there, but if he need more to let them know and they would ship it out. After my reply, the customer said that we sent the wrong F&J Soffit trim. That it should have been green like mine. I told him that my building was not standard and not a USA building. At this point, I also sent him photos of several other buildings done differently and we suggested ways to correct it. We even offered to send him green F&J trim at no cost to him.
I expressed via email on 3/1/2016 that it has been standard operating procedure since the very inception of USA’s business over ten years ago to have the f&j channel (overhang trim) match the siding color, regardless of the requested trim color. This was not a mistake, nor have we ever had any negative feedback in doing it this way (aside from this customers). We always supply enough soffit, j channel, and fascia for the builder to make the transition in a manner he sees fit. Not to mention the touch up paint we send, which is exact color matching paint from the same factory the steel is painted in, with the same warranty.
Even after the offer to send new trim at our expense the customer then insisted that we needed to pay him or send a crew to take the siding off and replace the trim.
If the trim was truly the wrong color, then why did the customer not notify us in all off the previous communications? Especially after our emails on 1/25 regarding the soffit detail and my photo. I asked him to check the load on 1/19 as well for damages, shortages or other issues. Secondly, if it was the wrong color why did the customer install it and then now is insisting for us to pay for it to be changed because he doesn’t like it?
Again, we have gone above and beyond to communicate with this customer throughout the entire quoting, sales, delivery and construction process. When this issue came up we promptly offered several solutions which he rejected. As I said, earlier we even offered to send the customer a different color F&J trim at our expense even though our standard procedure is to make the F&J the same as the siding color.
We are still willing to do this to try to satisfy the customer. However, the customer installed the trim which he states is the wrong color, not Pillar or USA. If there was an issue with this he should have contacted us immediately, as I expressed in emails, so that we could have sent him his color choice prior to installing the trim. We will send the trim out tomorrow if he request us to do so.
Thank you for the opportunity to clarify this.
Greg [redacted]
Pillar Marketing LLC.