Alberta Hardwood Flooring Ltd

Initial Business Response /* (1000, 5, 2015/10/16) */
Contact Name and Title: Jeff S*** - GM
Contact Phone: ***
Contact Email: ***@albertahardwood.com
Hello, I apologize for the late response
*** and have reviewed your concerns with Dean & the manufacture: *** smart floors
Here's what we know:
1.) The production run of flooring that was supplied to you was over 10,square feetwe have checked the product in our warehouse as well as in Toronto and no defects were found
2.) No floor is dent or scratch proofThe floor you have purchased ( *** ) is many times more durable than Hardwood or Laminate, but that does not mean it will not scratch or dent
3.) Sales Process: Dean is a great sales person here, and from what I can see through e-mails is that he has always been communicating with you regarding your concerns, it just took a while to get the flooring inspected by ***, and we appoligize for that
Below I have pasted in the claim report from ***
I apologize that we did not meet your expectations with the ***, but please rest assured this is a superior product compaired to others in the marketWe do have a touch pen & cleaning kit that we will provide you with at no charge to look after any scratches or dents that occurplease let me know if you are interested and I will leave these items tagged at the front desk with our receptionist
Regards,
Jeff S***
Tuesday, October 6,
Re: Claim ***
To: Alberta Hardwood Flooring
Dear Sirs,
The information and photos / samples for this claim have been assessed and we have found that there are no warranty-covered defects in the *** Flooring ref# ***
As everybody recognizes, there are no floorings that will not scratch, and thus the fact that there aren't any flooring companies that offer a scratch-proof warranty
As there are no product defects that would warrant compensation under the terms of the Warranty on this *** flooring product, *** cannot pursue this claim further and is unable to offer compensation in this particular claim matter
Although this claim must be denied, *** values its partnership with you and appreciates your businessWe look forward to continuing to work with you in the future
Sincerely,
***, Senior Product Development Manager
On behalf of the *** Claims Department
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am glad to hear a response, though remain disappointed that a 3rd party intervention was needed to obtain one***
I did say in both my original phone call and in my earlier complaint that I didn't know if the floor itself was the problem or if I'd simply been sold a floor inappropriate to my well explained needsAs *** has stated there is no problem with the floor, it must be the latterI am waiting for Alberta Hardwood to stand by its Values and Action statements as I am not a satisfied customer and do not fee that I have (to quote your values) "been treated right"
*** Still, to my knowledge the business didn't shut down during that time, so there must have been someone who could have looked at my concerns, or at least acknowledged them and asked me to wait until your returnEven a out-of-office reply would have helped
I do not accept the explanation of the extended timeline, as my understanding at the time was that the original call to*** was not made until almost weeks after my initial call, and then while there were some delays getting the rep's availability, there were also several scheduling conflicts due to vacations at AHFVacations are of course a good thing, but again: if the store can manage to cover opening hours to sell product, it should be able to have staff cover when there are concerns too
I have never questioned Dean's sales excellence, after all I have a floor and you have my moneyMy problem has been with a lack of post sales care including lack of follow up and conflicting information, then followed by a complete absence of contact or responsiveness at all when I asked for a different contactHis care was the best I've experienced from AHF so far, unfortunately
Furthermore, aside from this Revdex.com inspired response, I still have received no contact from the companyWhen my husband went to pick up some missing boxes, I had to call Dean which must have been uncomfortable for him as I'd told him I wanted a different contactHe remains the only one I haveOf course I do want the scratch kit (why wasn't it given to my husband when he went in?) but do not consider it resolution to my problem
Last, I'd like to point out that my first phone call about this was in July 2015, it is now the end of October