Summit Supply L.L.C.

Review: Bought 12 pieces of tile roofing, 2 arrived broken, seller wants to charge shipping for replacement parts.

On Nov 24, 2014 by email started an ordered of 12 roofing pieces from summit supply, 10 Red blends Original bartile for 4.99 each, 1 Red blend left and 1 right blend $5.99 each, plus freight & Pkging $92.37 for total of $162.97, which was paid with my credit card over the phone with [redacted].

Pieces arrived on Nov 26, 2014 to my home address, but 2 Red blends Original were broken, I sent pictures to seller and he offer to replace the broken parts in my next purchase, I told them that I won't be placing a new order. Twelve days later, on Dec 8 they offer to send the two replacement pieces at no charge, but I had to pay for shipping, because they don't cover freight for broken parts, and that has to be claim to UPS by me, which I disagree. I told them that the picture that I sent show that the packing was done incorrect, each box holds 3 pieces, where the broken piece was the cardboard was scratched from the inside, box was perfect from the outside, I don't believe UPS did something wrong, I told them that I was charged for packaging and it was done incorrectly and that they should be accountable for the looses.

The way I see it is: If I paid Summit Supply for 12 pieces I should get 12 none broken pieces, I don't need to place a new order or I don't need to pay shipping again for something that I already paid, or even worst file a claim with UPS for something, that they didn't do.

Same day, after few emails they disclosed that they don't cover for shipping replacement parts and that they don't warranty their product, none of that was disclosed the day of the purchase.

I have the emails, pictures, boxes, pieces, purchase order to support my claim.Desired Settlement: My originally claim was for the two broken pieces, which will cost 9.98, plus shipping $23.50, for a total of $35.26, but now that things had gone bad, I don't want the product, I want a check mailed to my home address payable to me, for the quantity of $35.26, and I don't want to call them to provide my credit card information.

Business

Response:

Contact Name and Title: [redacted], Manager

Contact Phone: [redacted]

Contact Email: [redacted]@summitsupplyut.com

Summit Supply shipped 12 pcs of obsolete, 50+ year old salvage tiles to the compainant at $4.99 ea + packaging (boxes and dunnage materials). There were 4 boxes with 3 Pcs in each box. 2 Pcs of the tile apparently arrived with small chips broken off at one end of them (The complainant has a photo) We have no control over the product once it left here by UPS. within a few days (I was out of town)of his email to me, I responded to the complainant that, as a gesture of good-will quoting from my email "Those old style tiles are very fragile and they are not warranted by us since they are old, obsolete salvage tiles. I can send 3 pieces in one box in case another piece breaks. We will cover the cost of the 3 parts at no charge, but the UPS & handling charges will be $ 23.50" As per his complaint, If he does not want the 3 pcs shipped, then we are willing to refund the $9.98 he paid for those 2 tiles, again only as a statement of "good-will". We do not have an obligation to refund the purchase price nor to re-ship replacements. If a claim for the damaged tile is to be made, it would need to go through UPS claims. We have shipped hundreds of boxes every out in this exact same manner with UPS and I don't recall ever having a customer come back to us for a refund or replacement for damage.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

The bussines did not disclosed that the parts where salvation tiles or that they dont waranty their product during the phone call when the purchas was made.

They also are taking no responsability for the incorrect packaging, which caused all the problems.

They claim that all pieces are packaged the same way, thats not true, and I can proved it.

The proposed monetary solution doesnt cover for expenses and damages caused by the business. So solution is not aceptable.

Business

Response:

I did in fact explain to the complainant that these tiles have not been manufactured "as new" since about 1968. I explained that the only tile that will fit their existing roof needs are used/weathered tiles that should match very close to their existing 50+ year old tiles. We talked about the two basic tones available and whether they needed them more orange tone or more Red tone and they settled on the more Red tone. Whether I explained that there is no warranty or guarantee that the parts would arrive in pristine condition is irrelevant. There is no warranty on 50+ year old tiles that would cover shipping damage (even our new tile warranty is very specific about that). I have previously offered to refund the price they paid for the two broken pcs as "good-will gesture 2 @ 4.99 ea ($9.98) for the broken parts. We are not "obligated" to do that. The complainant does not want 2 more pieces sent to them so there is no additional freight. The $23.50 to send out 2 replacement parts is irrelevant in that case. The total cost of the UPS freight for the 12 pcs we shipped was $92.50 or about 7.69 ea. I explained to him by phone and e-mail that if they are claiming the $15.38 freight damage portion of two broken parts, they would need to do that through UPS. If they would like to receive the parts refund, they would need to contact me with their credit card number so I can issue the ($9.98) refund credit since we do not retain the CC#'s after 7 days of shipping the products. I am available most week-days 8 AM to noon and 1 PM to 4:30 PM MST. My offer to refund the two pcs will expire at 11 AM on Dec 31, 2014 because I would need to clear the account in this 2014 business year.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

The situation is very simple, if a cutomer orders 12 pieces it should recieve 12 good pieces, clearly this bussiness doesnt understand that, even worst the bussiness doesnt take responsability for its products, they dont warranty them or its acts, they incorrecly pack them or its desitions, like choising a carrier that they are blaming for the dammage or its customers like me that I have to file a complaing because the bussiness doesnt resolve the problem.

From the customer point of view is very clear, that I did not manufacuted a product that can not be warranty, I did not packed the product correctly, I didnt choose the carrier, the only bad desission that I maid WAS BUYING FROM THIS COMPANY.