B&M Noble Co

I have had my lawyer contact B and M Nobel several times, I have not filed a complaint with the courts

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below With all due respect I have wood floors in my home that are original to the house built in 1947, and still look beautiful I do not believe this is to all wood floors I am simply asking you to provide me with material to fix the sections of flooring that I feel are defective For a product the is sold as high end, and the price I payed I would expect more from your company Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The business is not addressing the actual issue which is that I ordered from a sample designated as "Select" when they meow claim they had no such product In their correspondence, they initially wrote that the "select" grade had knots no more than ¼" with little fill The flooring they sent has knots of ½" or more and lots of fill The photo of American Walnut on their website has no knots that large and looks much different than what is in my home THE PROBLEM IS ADVERTISING AND SWITCHING TO A LOWER GRADE IF THEY HAD NO "SELECT" GRADE, THEY SHOULD NEVER HAVE SENT OUT SUCH A SAMPLE AND THEY SHOULD HAVE SAID SOMETHING WHEN THE ORDER WAS PLACED AS THE INSTALLER CHECKED AND CONFIRMED THAT WHAT HE ORDERED WAS "SELECT" GRADE I had no knowledge that their was a character grade as there was no sample of such and the sample I did see did not mention that there was any other grade in that style It was not until we started having wear issues and asked them about it that we learned of character grade, so we would not have known how to recognize it prior to installation Regards, [redacted] [redacted]

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As you have already filed legal suit against everyone involved, we can no longer discuss this in this forum You need to deal with your installer and/or retailer We did not sell the flooring to you, we sold it to a retailer that is educated about hardwood flooring, it is their responsibility to resolve the issue for their client and then we will resolve their issue for them accordingly
I apologize if this inconveniences you, but this is the proper course of resolution
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We have sent samples representing the material we have in inventory to the customer as wood color and shading will vary from plank to plank, box to box, and because this particular inventory item has had a species change since the time it was originally purchased by the customer. This sample has been sent to ensure they are happy with the replacement materialWe have contacted the local flooring retailer to put them in contact with the customer to arrange the removal of the old material and the installation of the replacement materialAn email was sent on the 13th of September outlining the steps we are taking to replace their floor.Another email was sent on the 20th of September explaining changes in the material since the time they purchased the floorThis communication goes on to explain that we want to send samples of the current material to ensure their satisfaction with the replacementAs soon as the consumer agrees that the replacement material is satisfactory, the retailer will schedule the removal of the existing flooring and the installation of the replacement

We have sent samples representing the material we have in inventory to the customer as wood color and shading will vary from plank to plank, box to box, and because this particular inventory item has had a species change since the time it was originally purchased by the customer. This sample has been sent to ensure they are happy with the replacement materialWe have contacted the local flooring retailer to put them in contact with the customer to arrange the removal of the old material and the installation of the replacement material
An email was sent on the 13th of September outlining the steps we are taking to replace their floorAnother email was sent on the 20th of September explaining changes in the material since the time they purchased the floorThis communication goes on to explain that we want to send samples of the current material to ensure their satisfaction with the replacement
As soon as the consumer agrees that the replacement material is satisfactory, the retailer will schedule the removal of the existing flooring and the installation of the replacement

***,
As you have already filed legal suit against everyone involved, we can no longer discuss this in this forum You need to deal with your installer and/or retailer We did not sell the flooring to you, we sold it to a retailer that is educated about hardwood flooring, it is their responsibility to resolve the issue for their client and then we will resolve their issue for them accordingly
I apologize if this inconveniences you, but this is the proper course of resolution
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I apologize for the situation which has lead this customer to complain about our product, but I feel that we have done nothing wrong American Walnut is subject to different grading than other species Due to the raw product, a select grade of American Walnut contains more knots, color
variation, and sap wood than an oak with the same classificationAs time has passed, we have discovered that the average end-user is not aware of this so we have changed our marketing to call this product a character grade, even though it still qualifies as a select grade Walnut We have never changed the product offered In the sample that this customer refers to, there is a room scene photo of the material that shows knots in the material Our website shows photos of the material installed and shows the product exactly as it is out of the box (http://duchateaufloors.com/product/american-walnut/) If this customer had brought up their concern prior to installation, we would happily take the material back as it is one of our top selling products, however once the material is installed, it holds no value for us The knots did not appear after the floor was installed We did not do anything to trick the customer into installing the floor in their home What they are requesting is the equivalent of eating an entire meal and then asking for a refund because they did not like it We support all our customers and stand behind out product percent, but cannot take responsibility for visual dislike of an installed product Per our warranty and our installation instructions, once a product it installed, it is assumed to be accepted for all visual characteristics We would not be where we are if we were trying to trick our customers Our business is built on repeat retail and commercial customers Our Revdex.com rating is an A+ We have never left a reasonable complaint or situation unresolved, but this cannot be seen as reasonable
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DuChateau Floors

It is essential to thoroughly review claims regarding customer dissatisfaction with the performance or appearance of their flooringThe quickest response often is the incorrect one and only leads to a repeat of the same issue that raised the claim in the first placeProblem resolution can
sometimes take more time than desiredIn regards to this complaint we have contacted the customer and agreed to a resolutionOur customer service department is working with the consumer currently to facilitate the corrective measures with the least amount of disruption to the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I
The installer and retailer are not the only ones at fault.  You are hiding behind them, but this is your product  that is produced in your factory.  I really feel at very least you can supply me with some material to fix the defective boards on my floor.
Regards,
[redacted]

I have had my lawyer contact B and M Nobel several times, I have not filed a complaint with the courts.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 The business is not addressing the actual issue which is that I ordered from a sample designated as "Select" when they meow claim they had no such product.  In their correspondence, they initially wrote that the "select" grade had knots no more than ¼" with little fill.  The flooring they sent has knots of ½" or more and lots of fill.  The photo of American Walnut on their website has no knots that large and looks much different than what is in my home.  
 
THE PROBLEM IS FALSE ADVERTISING AND SWITCHING TO A LOWER GRADE.  IF THEY HAD NO "SELECT" GRADE, THEY SHOULD NEVER HAVE SENT OUT SUCH A SAMPLE.  AND THEY SHOULD HAVE SAID SOMETHING WHEN THE ORDER WAS PLACED AS THE INSTALLER CHECKED AND CONFIRMED THAT WHAT HE ORDERED WAS "SELECT" GRADE.
 
 I had no knowledge that their was a character grade as there was no sample of such and the sample I did see did not mention that there was any other grade in that style.  It was not until we started having wear issues and asked them about it that we learned of character grade, so we would not have known how to recognize it prior to installation.
Regards,
[redacted]

I have already addressed each of the issues in this rebuttal.  We did not intentionally mislead anyone into the look of the product.  The product visually looked exactly as it does now before it was laid.  We have sold hundreds of orders of this wood and have not had this complaint from other customers.  Had the customer addressed their dissatisfaction with the material prior to installing it, we would have gladly worked with them to take it back.  Our business has not been built through unhappy customers and we have not achieved an A+ Revdex.com rating by misleading customers.  I have attached a file with the images of this product on our website for reference, which show the product exactly as it is in the boxes.
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
While I certainly understand that "problem resolution" can take some time, communication is key!!! If we had heard from someone on a regular basis with updates of what was being done to review/solve our case we would have been satisfied with that, however we did not....furthermore, this claim was initiated almost two years ago-Nov 2014 (at which time the company representative acknowledged the manufacturing defect in the wood we had purchased without hesitation) and although measures were attempted to correct this issue in Feb 2015 (without replacing the floor) and I notified the company just a month or so later that the problems still existed and in fact had worsened, it wasn't until we hired a licensed flooring inspector-July 2016 that they were willing to actually do anything further to fix the problem that they were aware existed from the very beginning.....point being this was not simply a case of "customer dissatisfaction with the performance or appearance of their floor." We purchased a new floor and received a defective product. We simply want it replaced! 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
While I certainly understand that "problem resolution" can take some time, communication is key!!! If we had heard from someone on a regular basis with updates of what was being done to review/solve our case we would have been satisfied with that, however we did not....furthermore, this claim was initiated almost two years ago-Nov 2014 (at which time the company representative acknowledged the manufacturing defect in the wood we had purchased without hesitation) and although measures were attempted to correct this issue in Feb 2015 (without replacing the floor) and I notified the company just a month or so later that the problems still existed and in fact had worsened, it wasn't until we hired a licensed flooring inspector-July 2016 that they were willing to actually do anything further to fix the problem that they were aware existed from the very beginning.....point being this was not simply a case of "customer dissatisfaction with the performance or appearance of their floor." We purchased a new floor and received a defective product. We simply want it replaced! 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Regards,
[redacted]

We are aware of this situation and have been working with the installer and retailer involved in the project.  We do not hide the information regarding required humidity levels in any way, in fact it is the first paragraph in both the installation instructions and the warranty, both of which...

are available on our website (http://duchateaufloors.com/wp-content/uploads/2013/11/quality-engineered-warran...⇄ | http://duchateaufloors.com/technical/installation-instructions/quality-engineere...⇄  We do not sell this product directly to the end users; it is the responsibility of the professional installer and the retailer to inform their clients of these standards which are recommended by the NWFA (National Wood Flooring Association) for all hardwood flooring, ours is no different.  All hardwood flooring has the same requirements because that is what is required to maintain hardwood flooring.  We understand the complaint, but the issue lies with the certified installer and/or retailer.  It would be their responsibility to make the end user aware of the requirements for maintaining wood flooring per the site conditions.
 
Sincerely,
[redacted]
B&M Noble Co.