New Homestead USA

I am in receipt of your letter of May this year regarding a complaint filed against New Homestead USAThe complaint was assigned ID [redacted] New Homestead USA has enjoyed years of satisfying customers and without any complaints and, like you, look to resolve this one in the fairest way possible The customer in question did call in to our Idaho office in mid-October wanting to know if we carried a particular log style that he needed and our salesman did find some of what he wanted in stockWhen we finally got the order it was all to be specific lengths; lengths that didn't fit what we had in stock, so we had to back order new materialOur supplier in Canada will only ship full loads of 50,pounds and the customer's order was just percent of a loadSo we had to wait for other orders to fill the truckAdditionally, and inasmuch as New Homestead USA only initiates the work when a contract is signed and a down payment received, the actual time frame for this order commenced on February 13th, From that time we can usually fulfill an order in six to eight weeksLet it also be known that the customer made no other specifications other than wanting his product in pine woodWhat he didn't know is that Western pine species are typically blue gray in coloration by natureHad we known he wanted an Eastern white pine we could not have taken the order at allThe customer has complained about the checking or cracks in the logsWhen a full log dries it is for it to have a seasoned checkHe called me directly with his complaintsAt that time, I agreed to split the logs to make siding for him and not charge for splitting- a cost of $I also did say that I would pay for half the shippingWe deducted the price of the extra log we sent in an effort to satisfy his complaintThe customer has shown a lack of understanding and appreciation for what we did do in sending an extra feet of material; his not knowing that logs will naturally check, and we did pay a portion of the shippingAll of this because he didn't provide us any specifications or grades requiredIt is my position that no matter what we do, he is that 1-in-customer that you just cannot satisfySincerely, Don L***, President New Homestead USA

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted]

I am in receipt of your letter of May 6 this year regarding a complaint filed against New Homestead USA. The complaint was assigned ID [redacted]. New Homestead USA has enjoyed years of satisfying customers and without any complaints and, like you, look to resolve this one in the fairest way possible....

The customer in question did call in to our Idaho office in mid-October 2014 wanting to know if we carried a particular log style that he needed and our salesman did find some of what he wanted in stock. When we finally got the order it was all to be specific lengths; lengths that didn't fit what we had in stock, so we had to back order new material. Our supplier in Canada will only ship full loads of 50,000 pounds and the customer's order was just 10 percent of a load. So we had to wait for other orders to fill the truck. Additionally, and inasmuch as New Homestead USA only initiates the work when a contract is signed and a down payment received, the actual time frame for this order commenced on February 13th, 2015. From that time we can usually fulfill an order in six to eight weeks. Let it also be known that the customer made no other specifications other than wanting his product in pine wood. What he didn't know is that Western pine species are typically blue gray in coloration by nature. Had we known he wanted an Eastern white pine we could not have taken the order at all. The customer has complained about the checking or cracks in the logs. When a full log dries it is normal for it to have a seasoned check. He called me directly with his complaints. At that time, I agreed to split the logs to make siding for him and not charge for splitting- a cost of $308.00. I also did say that I would pay for half the shipping. We deducted the price of the extra log we sent in an effort to satisfy his complaint. The customer has shown a lack of understanding and appreciation for what we did do in sending an extra 16 feet of material; his not knowing that logs will naturally check, and we did pay a portion of the shipping. All of this because he didn't provide us any specifications or grades required. It is my position that no matter what we do, he is that 1-in-100 customer that you just cannot satisfy. Sincerely, Don L[redacted], President New Homestead USA