Near the end of another deck. The yard dropped of the composite decking about 3 -4 weeks ago and in the process snapped off about 18″ off of 16 20 footers, close to $1200 bucks worth. I called the next day, and they delivered replacements. They couldn’t take the broken lengths as they were buried under the deck lumber, but said they would be out in a few days.
I eventually cleared away the lumber, called the yard and told them it was available for pickup. They said they would be out the next day. It’s still sitting there and the clients want to resume parking where there is now 16 pieces of broken decking.
Do I call the yard back (it’s been over two weeks at this point without a word from them) or do I pack it up and use it on the next project?
Same thing happened on a deck a few months ago, different yard. Delivered twice the vinyl rails than what I ordered, close to $2500. For that oversite, I took them back myself. Not a lot of thanks yous, just shrugs and ‘whatevers’.
I guess I know what the right answer is, and that’s to try the yard again, right? Not really what I want to do, but I’ll be using that yard for a long time to come, so…
What would you do? (Or have done.)
“I am the master of my fate, I am the captain of my soul.” Invictus, by Henley.
Replies
Make sure they come and get it. Throw it out of the parking spaces and on some blocks to kill less grass.
Hate to see something like this ending up in a sour relationship.
If you have filed a NOC with that yard they can lien that particular house over some busted deck planks.
Good point about the lein, hadn't thought of that. And the clients are friends I knew from my power plant days, repeat customers, so I would hate to spoil that relationship.
Thanks.
"I am the master of my fate, I am the captain of my soul." Invictus, by Henley.
Someone will remember what happened a couple of months from now, then when they ask, it gets sticky.
A buddy of mine had a similar situation when he got sent a damaged moulder. The company sent a replacement, but wouldn't pickup the damaged one for months. He repairs the moulder and uses it.
The company calls and says they are sending someone to pick it up.
He says he wants compensated for the repairs and storage.
They accuse him of being a thief.
Not a good situation.
If it were me I would call the yard and ask for the manager, explain the situation fully, calmly explain that I am getting very irritated as this is the second time it happened and end the call with explaining they have until the end to remove the damaged boards.
I'd also ask if they even wanted them back. If they aren't able to cut them down and salvage for shorter lenghts or do not want to, you just got a bunch of free material...wouldn't hurt to ask anyway.
Not trying to pour salt on your wounds here though I think you should have moved the boards off to the side or taken them back a while ago in order to keep the customer happy. I understand you not wanting to move them and it's yard's problem and all that. Keeping the customer happy is more important, so at the very least the day after the customer mentioned wanting their drive back I'd have done it preferably before they asked though.. If I would have had to do that I'd have chewed some #### with my guy at the yard though.
Thanks for the reply. The client mentioned wanting to park in the driveway again yesterday. Due to rain and a back injury, I haven't been able to finish this deck until now, which explains the prolonged period of time.
I'll call the yard. Sixteen composite boards about 18.5 feet long are more than I can transport, even with a long bed F-150.
"I am the master of my fate, I am the captain of my soul." Invictus, by Henley.
Maybe suggest to them if they can't pick them up you'll cut to 10's and 8's and return them
Call and give them 24 hours to pick them up. After that cut them and take them home or rent a trailer and take them home. If they want them back after that bill them for your time and expenses for moving them. You cant store things on someone elses property indefinately.
Be sure that you document your telephone conversation, get names, note time and day you called, note time and day they finally called back.
Call them and let them know you think the driver left $1800 cash behind. They'll be in the driveway before you hang up the phone!
Your job is to get the site cleared.
Start calling them three times a day til the wood is gone.
Or cut it into 32 8 footers and take them and the splinters back to the yard yourself.
Whatever it takes to fulfill your obligation to your client.
That's the type of situation in which I call the owner of the yard and insist that something happen right now. If you are a good customer... buy a lot, pay on time... there are times when it's OK to politely ask for immediate service.
Take them back yourself if able - it keeps you on the good side of your friends for a start. Even if the yard guys are jerks, it will let them know you are honest and trustworthy...and that's good PR, too.
Edited 10/24/2006 11:16 am by piko
I guess I don't understand all of the concern with maintaining a good relationship with the yard. You've done everything right so far. The yard didn't come and pick them up like they said they would. Shouldn't they do what they say they will do, just like the rest of us? Calling them with one more reminder is going above and beyond. I would probably do that, but it shouldn't be necessary.
If you know you can use them and you have a way to move them, I see nothing wrong with relocating them to your place. If they don't contact you for another month, they're yours. If they call after that, tell them you assumed they didn't want them and you gave them away.
-Don
Nick,
you have already called the yard and got no action
what I would have done quite a while ago ( to prevent looking like a doosh to my customer)---is load up the lumber on my ladder rack---and take it back to the yard. I would politely meet with the guy at the lumberyard who said they would pick it up----and I would very freindly explain that I was returning the stuff myself as the broken stuff on site was causing a problem for me--with MY customer.
Being real nice about it with the yard would typically guilt/embarass them into extraordinarily over servicing me for quite some time into the future.
now---it sounds like you don't have a ladder/lumber rack on your truck--- If that was my situation and I didn't have a buddy who could help me out with this-------- I would go into the yard in PERSON---and politely get the situation handled-------- it's much harder for them to blow you off in person.
don't get too caught up in"it's the yards responsibility--I shouldn't have to do that"
As far as most customers are concerned---it's YOUR responsibilty not to leave crap piled up in the driveway---they couldn't care less about your supplier.
hope it works out for you,
Stephen
Just wanted to say good article in the recent issue.
Thanks for your responses. I called the yard again today, and dispatcher (great guy whom I've dealt with before) said they would be out to pick it up. Didn't show today. I have to go back for some final details tomorrow, and if it isn't gone by then, I will have to move them. I don't thinking keeping them is in the cards, and it really wouldn't be right to do so anyway.
So the saga of the unwanted decking continues.
Thanks again.
"I am the master of my fate, I am the captain of my soul." Invictus, by Henley.