Complaint: [redacted] I am rejecting this response because:This response is just completely unacceptable. The fact that Rocky Mountain Pre-Stain (RMPS) just states standard width is 1 inch is something they do not disclose, does not match any industry standard nor do they provide what industry standard they are using (it appears they are just making it up), and this inflates the pricing that RMPS charges customers for not doing any more real work. If the material was 2 inches, then the price would be double than 1 inch; but they defy logic by not applying the same logic to material 3/8 inch. Furthermore, I had telephone calls with RMPS and exchanged emails on this topic- they rushed through the explanation and when I had follow up questions and wanted to discuss further, I was ignored by RMPS. Now, it is easy to see RMPS is getting upset, which has become the norm with working with them. Furthermore, a quote was never provided to me by RMPS nor were any of the measurements/calculations provided to me by RMPS. It is simply untrue that there was ever an opportunity to ask questions about these calculations. The continued insistence by RMPS to ignore me (the real customer) during this transaction was jarring and many of these issues could have been resolved if they didn't take such a combative stance. The best example of this was on May 22, when I called trying to get an update on the order, I was directed by RMPS to not call back. I am deeply disappointed that RMPS continues to ignore that they promised me the order would be ready by May 23 and that they refuse to admit they lost the material- [redacted] delivered the material on May 16. I called them multiple times between May 17 and May 22- they admitted to me several times they didn't know where the material was. In my book, that constitutes it was lost. The justification that this is how all first time customers are treated is really jarring and a sad admission by RMPS about how they run their business. Lastly, RMPS continues to ignore the fact that they promised that the entire board would be painted and the boards weren't. The only solution they gave was to ship back the material and pay more to have that done- both unacceptable, given it was part of their promise to get my business and the cost and time delays it would have taken to have that done. RMPS had already delayed the project enough at that point. Also, it is important to note that RMPS dropped it assertion that it provided touch up paint to me at no cost as goodwill gesture- when I pointed out that they promised that to me with the order. And they didn't respond to how one of the cans of touch up paint was nothing more than mostly watered paint; completely unusable. Sincerely, [redacted] [redacted]
To Whom it May Concern: The business model of our company is set up in a way that we are solely working with other wholesalers. Put bluntly, we do not take walk-in work from contractors or home owners off the street. Instead we refer those perspective clients to a siding distributor under the...
assumption that they will in turn run the project back through us. I cant reiterate the importance of this concept enough, while addressing this complaint. By working in this manner, our company is able to eliminate a need for a sales force. We instead rely on distributors to sell our service for us. They are willing to do this because they are able to add a margin on to any order they would have otherwise sold as "just raw". As you can see, both parties are benefited by this business model and there stands no reason for us to go against it.The reason this concept is paramount in this complaint is because it addresses two issues:First, while I cant imagine anyone has ever been told, "not to call back", I'm sure he was instead directed towards his supplier for updates on his order. Our internal operations are based off of the supplier's purchase order number. We then take that number and incorporate it into our own in-house job ordering system. This is a fairly common practice in industry inner-workings to help track orders. Without knowing the purchase order number, simply calling up and asking, "is the order for the [redacted] residence ready" is just not a reasonable means for business to be conducted. Furthermore, we are not permitted to give order status updates to end users as it can come at the demise of our customer. Items may be back ordered, trucking schedule may been peril, payment holds, etc. There are plenty of reasons our customers ask us not to provide order updates to end users. Instead they ask we refer them through the normal working channel of the supply chain. Precisely what was asked of [redacted]. Secondly, its highly unlikely [redacted] was given a quote via our company. As mentioned above, we are unable to quote directly to consumers as there is no benefit in us doing so. We can offer a verbal "ball park" figure, but we do not know how much margin our customer is going to add to our service for it to be anything but a guesstimate. As [redacted] stated, he was given a written quote through [redacted], and by all accounts (and this is important), he accepted it. Furthermore, (and this too is important) we cannot move forward on a project until we have paperwork in order from our customer. As [redacted] mentions, the "request for quote" was submitted to me Friday, May 26th. I returned it the same day. Approval to proceed was then supplied to me on Monday, May 29th in the form of a purchase order from [redacted]. Its at this time the order officially became "live" and we began the process of completing it. Typically completion takes 7-10 days during the summer building season and his order was completed at 7 days (June 7th). Any delays up until the time we were given a purchase order from [redacted], falls outside of my control. While we are happy to provide touch up paint, it is something that we (reasonably) have to charge for. Unfortunately the PO for [redacted]'s order did not include the need for paint to be included. We have since provided 2 gallons of material (at no charge) and delivered it on-site. Its unfortunate the favor of delivering this free material has gone unnoticed. We strive to provide the best quality paint job that we can. We have a fantastic reputation in the industry, but still, sometimes by nature of trucking painted goods on-site, scuffs and damage can occur. On each unit of siding that goes out of our facility, we take added effort to wrap in plastic to help prevent such things. On this wrapper it explicitly states that if damage has occurred, to not install as "installation is acceptance of material". If [redacted] is rejecting the order due to damage, he should photograph the damage and ready it for retrieval by [redacted].I have spoken to [redacted] one time about his order. In that conversation I told him I would send out paint and make sure my partner (Tim) would be in touch to explain a painting topic I was unfamiliar with. As far as I can tell, we followed through on both of those things. To suggest that emails and phone calls have gone unanswered, or that we are avoiding [redacted], is obviously an unjustified narrative. To briefly conclude, we provided a pricing agreement of which [redacted] approved. We provided a service that fell well within our standard lead time. We have complementary provided paint. We have not seen any photos of damage, nor any copies of quotes, nor any correspondence whatsoever that suggests promises for completion were made. If any of this exists, please send to us so I can correct this response. Sincerely, [redacted]
[redacted]
[redacted], The board footage is not calculated wrong. Per factory finish industry standard, each width of board is calculated at 1”. Therefore the calculations are as follows: 189.00 PCS LP SMARTSIDE 3/8 16FT 8IN TEXTURED LAP 2016BF 18.00 PCS LP CEDAR STRAND TRIM 5/4X4X16 PRIMED 96BF 18.00 PCS LP SMARTSIDE 5/4X6X16 REV TRIM 144BF 18.00 PCS LP SMARTSIDE 3/8 4X8 NO GROOVE PANEL 576BF 24.00 PCS LP CEDAR STRAND TRIM 4/4X2X16 PRIMED 64BF ...⇄ Total BF = 2,896 Again, this footage was presented to you in the form of a quote. Which you accepted. We do not provide quotes because we have nothing else to do. They are an important part of business which grants you the chance to review the price and bring up any disputes. Being behind schedule on your project does not allow you the privilege of negligently agreeing to an official document with complete and total disregard to due diligence. Furthermore, we are a wholesaler. We did not quote, invoice, or receive any payments on your behalf. All of our transactions went through [redacted] - who are authorized to escalate the amount of our service to however they see fit. I can assure you that you were charged by Rocky Mountain PreStain at the same rate as every other order [redacted] has sent to us. I went to lengths in the previous response to explain the timeline of this project. We didn’t lose your material, nor did we take an exurbanite amount of time to complete it. Your project was hung up on the clerical need of a purchase agreement to be put in place. You were a first time customer to [redacted], and we could not start on this project until you signed off on a purchase agreement. We received that agreement on May 29th. I cannot make this any more clear. We continue to maintain that no promises were made on a completion date, nor that we would give away any materials at no charge. If you have any documentation of these things to the contrary, please present them and I will correct this response. If you wish to swap out a gallon of material that doesn’t match, please bring it back and we will be happy to replace it for you. I wish you all the well on your future endeavors. -[redacted]
Complaint: [redacted]
I am rejecting this response because:This response is just completely unacceptable. The fact that Rocky Mountain Pre-Stain (RMPS) just states standard width is 1 inch is something they do not disclose, does not match any industry standard nor do they provide what industry standard they are using (it appears they are just making it up), and this inflates the pricing that RMPS charges customers for not doing any more real work. If the material was 2 inches, then the price would be double than 1 inch; but they defy logic by not applying the same logic to material 3/8 inch. Furthermore, I had telephone calls with RMPS and exchanged emails on this topic- they rushed through the explanation and when I had follow up questions and wanted to discuss further, I was ignored by RMPS. Now, it is easy to see RMPS is getting upset, which has become the norm with working with them. Furthermore, a quote was never provided to me by RMPS nor were any of the measurements/calculations provided to me by RMPS. It is simply untrue that there was ever an opportunity to ask questions about these calculations. The continued insistence by RMPS to ignore me (the real customer) during this transaction was jarring and many of these issues could have been resolved if they didn't take such a combative stance. The best example of this was on May 22, when I called trying to get an update on the order, I was directed by RMPS to not call back. I am deeply disappointed that RMPS continues to ignore that they promised me the order would be ready by May 23 and that they refuse to admit they lost the material- [redacted] delivered the material on May 16. I called them multiple times between May 17 and May 22- they admitted to me several times they didn't know where the material was. In my book, that constitutes it was lost. The justification that this is how all first time customers are treated is really jarring and a sad admission by RMPS about how they run their business. Lastly, RMPS continues to ignore the fact that they promised that the entire board would be painted and the boards weren't. The only solution they gave was to ship back the material and pay more to have that done- both unacceptable, given it was part of their promise to get my business and the cost and time delays it would have taken to have that done. RMPS had already delayed the project enough at that point. Also, it is important to note that RMPS dropped it assertion that it provided touch up paint to me at no cost as goodwill gesture- when I pointed out that they promised that to me with the order. And they didn't respond to how one of the cans of touch up paint was nothing more than mostly watered paint; completely unusable.
Sincerely,
[redacted] [redacted]
Complaint: [redacted] I am rejecting this response because:This response is just completely unacceptable. The fact that Rocky Mountain Pre-Stain (RMPS) just states standard width is 1 inch is something they do not disclose, does not match any industry standard nor do they provide what industry standard they are using (it appears they are just making it up), and this inflates the pricing that RMPS charges customers for not doing any more real work. If the material was 2 inches, then the price would be double than 1 inch; but they defy logic by not applying the same logic to material 3/8 inch. Furthermore, I had telephone calls with RMPS and exchanged emails on this topic- they rushed through the explanation and when I had follow up questions and wanted to discuss further, I was ignored by RMPS. Now, it is easy to see RMPS is getting upset, which has become the norm with working with them. Furthermore, a quote was never provided to me by RMPS nor were any of the measurements/calculations provided to me by RMPS. It is simply untrue that there was ever an opportunity to ask questions about these calculations. The continued insistence by RMPS to ignore me (the real customer) during this transaction was jarring and many of these issues could have been resolved if they didn't take such a combative stance. The best example of this was on May 22, when I called trying to get an update on the order, I was directed by RMPS to not call back. I am deeply disappointed that RMPS continues to ignore that they promised me the order would be ready by May 23 and that they refuse to admit they lost the material- [redacted] delivered the material on May 16. I called them multiple times between May 17 and May 22- they admitted to me several times they didn't know where the material was. In my book, that constitutes it was lost. The justification that this is how all first time customers are treated is really jarring and a sad admission by RMPS about how they run their business. Lastly, RMPS continues to ignore the fact that they promised that the entire board would be painted and the boards weren't. The only solution they gave was to ship back the material and pay more to have that done- both unacceptable, given it was part of their promise to get my business and the cost and time delays it would have taken to have that done. RMPS had already delayed the project enough at that point. Also, it is important to note that RMPS dropped it assertion that it provided touch up paint to me at no cost as goodwill gesture- when I pointed out that they promised that to me with the order. And they didn't respond to how one of the cans of touch up paint was nothing more than mostly watered paint; completely unusable. Sincerely, [redacted] [redacted]
To Whom it May Concern: The business model of our company is set up in a way that we are solely working with other wholesalers. Put bluntly, we do not take walk-in work from contractors or home owners off the street. Instead we refer those perspective clients to a siding distributor under the...
assumption that they will in turn run the project back through us. I cant reiterate the importance of this concept enough, while addressing this complaint. By working in this manner, our company is able to eliminate a need for a sales force. We instead rely on distributors to sell our service for us. They are willing to do this because they are able to add a margin on to any order they would have otherwise sold as "just raw". As you can see, both parties are benefited by this business model and there stands no reason for us to go against it.The reason this concept is paramount in this complaint is because it addresses two issues:First, while I cant imagine anyone has ever been told, "not to call back", I'm sure he was instead directed towards his supplier for updates on his order. Our internal operations are based off of the supplier's purchase order number. We then take that number and incorporate it into our own in-house job ordering system. This is a fairly common practice in industry inner-workings to help track orders. Without knowing the purchase order number, simply calling up and asking, "is the order for the [redacted] residence ready" is just not a reasonable means for business to be conducted. Furthermore, we are not permitted to give order status updates to end users as it can come at the demise of our customer. Items may be back ordered, trucking schedule may been peril, payment holds, etc. There are plenty of reasons our customers ask us not to provide order updates to end users. Instead they ask we refer them through the normal working channel of the supply chain. Precisely what was asked of [redacted]. Secondly, its highly unlikely [redacted] was given a quote via our company. As mentioned above, we are unable to quote directly to consumers as there is no benefit in us doing so. We can offer a verbal "ball park" figure, but we do not know how much margin our customer is going to add to our service for it to be anything but a guesstimate. As [redacted] stated, he was given a written quote through [redacted], and by all accounts (and this is important), he accepted it. Furthermore, (and this too is important) we cannot move forward on a project until we have paperwork in order from our customer. As [redacted] mentions, the "request for quote" was submitted to me Friday, May 26th. I returned it the same day. Approval to proceed was then supplied to me on Monday, May 29th in the form of a purchase order from [redacted]. Its at this time the order officially became "live" and we began the process of completing it. Typically completion takes 7-10 days during the summer building season and his order was completed at 7 days (June 7th). Any delays up until the time we were given a purchase order from [redacted], falls outside of my control. While we are happy to provide touch up paint, it is something that we (reasonably) have to charge for. Unfortunately the PO for [redacted]'s order did not include the need for paint to be included. We have since provided 2 gallons of material (at no charge) and delivered it on-site. Its unfortunate the favor of delivering this free material has gone unnoticed. We strive to provide the best quality paint job that we can. We have a fantastic reputation in the industry, but still, sometimes by nature of trucking painted goods on-site, scuffs and damage can occur. On each unit of siding that goes out of our facility, we take added effort to wrap in plastic to help prevent such things. On this wrapper it explicitly states that if damage has occurred, to not install as "installation is acceptance of material". If [redacted] is rejecting the order due to damage, he should photograph the damage and ready it for retrieval by [redacted].I have spoken to [redacted] one time about his order. In that conversation I told him I would send out paint and make sure my partner (Tim) would be in touch to explain a painting topic I was unfamiliar with. As far as I can tell, we followed through on both of those things. To suggest that emails and phone calls have gone unanswered, or that we are avoiding [redacted], is obviously an unjustified narrative. To briefly conclude, we provided a pricing agreement of which [redacted] approved. We provided a service that fell well within our standard lead time. We have complementary provided paint. We have not seen any photos of damage, nor any copies of quotes, nor any correspondence whatsoever that suggests promises for completion were made. If any of this exists, please send to us so I can correct this response. Sincerely, [redacted]
[redacted]
[redacted], The board footage is not calculated wrong. Per factory finish industry standard, each width of board is calculated at 1”. Therefore the calculations are as follows: 189.00 PCS LP SMARTSIDE 3/8 16FT 8IN TEXTURED LAP 2016BF 18.00 PCS LP CEDAR STRAND TRIM 5/4X4X16 PRIMED 96BF 18.00 PCS LP SMARTSIDE 5/4X6X16 REV TRIM 144BF 18.00 PCS LP SMARTSIDE 3/8 4X8 NO GROOVE PANEL 576BF 24.00 PCS LP CEDAR STRAND TRIM 4/4X2X16 PRIMED 64BF ...⇄ Total BF = 2,896 Again, this footage was presented to you in the form of a quote. Which you accepted. We do not provide quotes because we have nothing else to do. They are an important part of business which grants you the chance to review the price and bring up any disputes. Being behind schedule on your project does not allow you the privilege of negligently agreeing to an official document with complete and total disregard to due diligence. Furthermore, we are a wholesaler. We did not quote, invoice, or receive any payments on your behalf. All of our transactions went through [redacted] - who are authorized to escalate the amount of our service to however they see fit. I can assure you that you were charged by Rocky Mountain PreStain at the same rate as every other order [redacted] has sent to us. I went to lengths in the previous response to explain the timeline of this project. We didn’t lose your material, nor did we take an exurbanite amount of time to complete it. Your project was hung up on the clerical need of a purchase agreement to be put in place. You were a first time customer to [redacted], and we could not start on this project until you signed off on a purchase agreement. We received that agreement on May 29th. I cannot make this any more clear. We continue to maintain that no promises were made on a completion date, nor that we would give away any materials at no charge. If you have any documentation of these things to the contrary, please present them and I will correct this response. If you wish to swap out a gallon of material that doesn’t match, please bring it back and we will be happy to replace it for you. I wish you all the well on your future endeavors. -[redacted]
Complaint: [redacted]
I am rejecting this response because:This response is just completely unacceptable. The fact that Rocky Mountain Pre-Stain (RMPS) just states standard width is 1 inch is something they do not disclose, does not match any industry standard nor do they provide what industry standard they are using (it appears they are just making it up), and this inflates the pricing that RMPS charges customers for not doing any more real work. If the material was 2 inches, then the price would be double than 1 inch; but they defy logic by not applying the same logic to material 3/8 inch. Furthermore, I had telephone calls with RMPS and exchanged emails on this topic- they rushed through the explanation and when I had follow up questions and wanted to discuss further, I was ignored by RMPS. Now, it is easy to see RMPS is getting upset, which has become the norm with working with them. Furthermore, a quote was never provided to me by RMPS nor were any of the measurements/calculations provided to me by RMPS. It is simply untrue that there was ever an opportunity to ask questions about these calculations. The continued insistence by RMPS to ignore me (the real customer) during this transaction was jarring and many of these issues could have been resolved if they didn't take such a combative stance. The best example of this was on May 22, when I called trying to get an update on the order, I was directed by RMPS to not call back. I am deeply disappointed that RMPS continues to ignore that they promised me the order would be ready by May 23 and that they refuse to admit they lost the material- [redacted] delivered the material on May 16. I called them multiple times between May 17 and May 22- they admitted to me several times they didn't know where the material was. In my book, that constitutes it was lost. The justification that this is how all first time customers are treated is really jarring and a sad admission by RMPS about how they run their business. Lastly, RMPS continues to ignore the fact that they promised that the entire board would be painted and the boards weren't. The only solution they gave was to ship back the material and pay more to have that done- both unacceptable, given it was part of their promise to get my business and the cost and time delays it would have taken to have that done. RMPS had already delayed the project enough at that point. Also, it is important to note that RMPS dropped it assertion that it provided touch up paint to me at no cost as goodwill gesture- when I pointed out that they promised that to me with the order. And they didn't respond to how one of the cans of touch up paint was nothing more than mostly watered paint; completely unusable.
Sincerely,
[redacted] [redacted]