Mueller Inc.

As stated in the original response Mueller Inc's Site Visit Guarantee was fulfilled by providing the additional material to correct the mis-measuring at zero cost to the customer. There is not a Guarantee against any back charges or additional cost of labor if there is any when issues arise. Mueller Inc. went above and beyond to fix all issues as quick as possible with crew statements saying the job was not shut down. Mueller Increcognizes there was some time spent finding out there was an issue and the travel that was done to pick up the one order of trim. Mueller will not cover costs submitted as other factors can cause a job to take longer than bid. Mueller will make a one time good faith offer of $1,to cover those costs but are under no obligation to do so.If customer rejects the one time good faith offer then the matter cannot be resolved

This letter is in response to the complaint filed with the Revdex.com Id # *** involving the guarantee of measurements for a project done by Mueller Inc. The following is Mueller's Statement listed in the Site Visit Request Form:
"Owner shall pay Mueller a fee of $(refundable with the purchase of the roofing material from Mueller) for the requested on-site assessment and price quotationThe price quotation shall be in two parts, one for the cost of material, and the other as an estimated cost for installation by independent contractors with are not a part of Mueller." Mueller inc's guarantee for a Site Visit is provide a full quote of materials to complete the project and guarantee the customer will not pay any more than quoted if there are wrong measurements or missing materialMueller strives to ensure all measurements are correct and all material needed to complete the job is figured however, when human interaction is involved there is always room for error, Mueller Incnever wants to see an issue that causes problems on the job site or creates additional labor to fix. Mueller Incwill use all resources possible to correct any mistake made when they arise from any roof measured through the program. Just as the complaint stated there were problems where Mueller was notified listed below, with the solution to fix the problemMueller does not deny there were issues on the measurements causing shortages and missing material and made every attempt to correct the mistake as quickly as possible to avoid any down time. First report of wrong count of sheets took days to deliver, due to the length of sheets, the need of a Mueller semi truck was requiredWe were told they just got started and could work on another section of the roof while waiting for Mueller to deliverThe crew stated It never caused an issue shutting down the job. Shortly after this a second report was called in needing more sheets, This was when Mueller management decided to go see what went wrong on the measurementsWhile there the salesman, myself and the guys working on the roof spent some time talking about tricks of the trade, things to watch for and suggestions to help the install because they stated they had never done a metal roof beforeUpon discussion Mueller asked how quickly they needed the sheets and was told they would not be back over to that section of the roof until another person came on Saturday, so requested to have them there by thenMueller delivered them as promised by semi truck on Friday. The next issue required some special trimWe were told late Thursday, made it Friday and were going to take to the job site Monday but they wanted it sooner so decided to pick up on Saturday. Final report of issue was there was a section of the roof that was 6" too short on the sheetsOwner of the company called myself at 9:00am frustrated with all the problems asking if there was anything that could be done to get them out right awayWe pulled the current coil off the sheet line, manufactured the order in minutes and were ultimately delivered to the jobsite around 12:00pmDriver stated they were working on another portion of the roof when he arrived. Mueller recognized the repeat customer at time of ordering and provided a discount of over 12% on total materialsMueller had no issue of remaking over $3,845,worth of material at zero cost to the customer to fix the errorsWhen the errors arose the sales representative asked the questions to ensure we did not shut down the job, Upon every conversation with the crew we know it caused an inconvenience but there was enough other work to be done it didn't cancel all work while the material was being made and shippedWe do not disagree it took weeks to install this roof but to put the blame of full weeks on the issues above that didn't cause the job to shut down is not correct. Mueller would have and will work with the contractor to come up with a fair number to address the costs endured from the mistakesThe customer called myself on the final issue and stated he was out time on the job and just get through the last issue (that took about hours to address) and have the material at the job site as he requestedThe conversation was ended he would call back at a later date to discuss all the issues, He made a call to the salesman to request the charge back amount and the salesman shared how we took care of the issues and didn't feel like we cost them weeks of time on the job. Mueller Inc is sorry the issues happened and made every attempt to correct them quicker than anyone else In the industry could do because of the location, and manufacturing capabilitiesIf the customer would like to call management to discuss further we will work to resolve the issue but will not agree to the amount of $filed in this complaint. With Regards, Brent Sales and Manufacturing Manager ***
*** *** ***

Complaint: [redacted]
I am rejecting this response because:The response provided by Brent with Mueller, Inc. only proves that our complaint is valid as there were multiple junctions where our work was hindered, slowed and stopped due to Mueller's inefficient "guaranteed" work in which we paid for. Our incurred costs were two weeks extra for two hotel rooms as stated in the complaint.Our incurred cost was $2,500. Let us know what Mueller is willing to do.Once Mueller presents a solution our compliant will be resolved.
Regards,
[redacted]
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]