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I purchased 9 steel trusses from Reid Steel Truss and there are clips welded to the lower cord of each truss for braces that tie the trusses together. On 7 of the 9 trusses these clips align perfectly, but on 2 of them they are out of alignment so badly the braces can't be put in. I contacted Gary Reid and told him of the problem and he said he would send the clips I needed and he would pay someone to weld them on. I sent pics that clearly show the clips are not where they should be, and today he says we didn't put the trusses together correctly. My contractor went to their place of business, on the truck that picked them up, and was told how to put them together, and that there was only one way they could be put together and everything bolt up. Gary Reid refuses to admit they made a little mistake and to send the clips that might cost him $20-$30 (postage included) plus the welding bill. If you need steel trusses, Addison Steel Truss is just a few miles from Cullman and is probably a better company to deal with.
The complaint has been investigated and resolved to the customer’s satisfaction.
I've used trusses from Reid on several projects, and they've all worked out perfectly for me. Gary is a standup guy that stands behind his product!
You said on 7 of the 9 trusses the clips aligned perfectly, so apparently the trusses were built and put together properly. Now although it is impossible to put the trusses together incorrectly, it is possible to hang them backwards... I was prepared to compensate and/or correct any problems that might have been caused from a minor manufacturing glitch, which in all honesty, sometimes happens... However when you e-mailed the pictures, it was glaringly obvious that you somehow managed to install the 2 said trusses completely backward. The angle iron was facing the opposite direction on the 2 that were supposedly defective, to what it was on the other 7... thus the clips, of course, would not have lined up.
I was astounded that the complainant could not comprehend the fact that there is a huge difference between a defective product and a perfectly good product that has been hung backwards. I can assure anyone reading this that my company and myself do, on occasion, make mistakes... but I can also assure you that we will bend over backwards to do whatever is necessary to make it right on these occasions, which are few and far between, without any added expenditures on the part of our customers, who are by and large wonderful and reasonable people whom we have a great relationship with.
Unfortunately, "Steaven?" I guess is the rare example of the individual that simply cannot accept that no matter how high quality a product may be, there is actually nothing that is absolutely idiot proof.
Gary Reid