Making things right.

Good afternoon Jim,
 
I have spent over 8 years here and I am extremely proud of what we do and the most amazing floors that we hand craft for each client. You should know that my guys here have more passion and dedication to making each floor than anyone in the industry.  We make several thousands of square feet of flooring ever month, not missing a beat.  We have set parameters for each floor that must be met.  From the guys that hand select the floor to the few men that rip it down prior to going to the molder all facets are equally passionate but also making sure that the customer gets exactly what they ordered.  We have built our business that way for over 40 years. I am so proud of the group of guys that make our floors because they carry the same honesty, integrity and ethics as I do.
 
I looked into exactly what we made for you and what was shipped.  Taking it one step further I re-checked the tally sheet but also the packing slip and bill of lading which lists we shipped four crates which match up to the weight of the wood that your ordered and what we shipped 4,678sf.  There is the possibility that the installer has generated more waste because he knows you are seeking a certain aesthetic appearance to the floor versus what we intended to be in the floor we crafted for you.  Another possibility may be that after hours some of the flooring was taken from the job site.
 
I have checked and doubled checked everything.  Everything I have checked measures up to exactly what I sent you.  At this point who knows where the wood flooring is.  We can easily go back & forth sending emails and not get anywhere.  I want you to be able to complete your home, move in and get your life back.  Building is a long and tedious project, believe me I know.  Ask anyone here and they will tell you my experience was painful both financially but also put my marriage to the test (we were newly weds back then).  I think we both should take ownership to this and with that said I would like to make half of the floor for you at no charge with you paying for the other half.  Further more I will cover the shipping costs.  With this I will also make sure that we make all of the flooring in the wider widths 8" face and wider.  In closing I hope you find this to be fair solution for both sides.

Peter,

Your e-mail was greatly appreciated for just taking the time to express how Carlisle does business and the people that make up the company. This is why we went with you guys in the first place above anyone else. Commitment to excellence is what I strive for in anything and felt all of that when I was dealing with you, personally.  So please understand this.

As far as the floors, while they are not exactly what we had in mind, it is clear that the wood is a quality product.  Cannot understand why there is no tongue and groove on the ends.  Don spoke to this by stating
that they should have been glued down but this prohibits a felt vapor barrier from being used which is standard from what we are being told. Anyway, in the end, they will look great and I will send pictures if you want.

As far as the shortage goes, I am hard-pressed to think that any wood was taken from the site.  And my builder has measured the area twice to ensure that this was accurate as well.  And I DO believe you when you say that you shipped what you said you did.  I just want to understand
how we fell short in the first place.  Could it be from the issue over the final face widths as opposed to the original/starting size of the material - in that 4600 sq ft of material was used from the start but after milling, it ended up in the neighborhood of 500 sq ft short of actual coverage? 

Anyway, my wife and I very much appreciate yours and Carlisle's offer to get the remaining material and will graciously accept it.  Please let me know how you want it paid for and we will be glad to make it happen.

Clearly, this project has been difficult (if you only knew) given the extend and nature of my letter.  We haven't been met with the greatest degree of honesty by many we have had to deal with. We were afraid, (as
obviously intimated in my letter) that Carlisle was yet another.  We hope there is no ill will for there is none on this end.  We would certainly recommend Carlisle for their superior wood products and customer service, because, in reality, despite the variance, the service has been great.

Thank you again for your time and provision in rectifying this matter. 

Sincerely,
Jim Caputo

Posted on September 16, 2008 at 11:31 AM in (1) Comments

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