Harmony Homes, Inc.

Initial Business Response /* (1000, 9, 2015/06/02) */
Addressing [redacted]'s complaint, a couple of meetings were had with [redacted] and [redacted]. The concerns the home owner has put in the complaint. Stained and Varnish to match existing refers to matching the stain color of the existing windows which [redacted]...

and [redacted] signed off on, and have been explained on a couple of occasions.
The zebra stripes [redacted] has referred to are grain patterns in the pine. All Wood has grain and this cannot be corrected.
At the request of [redacted] and [redacted] we tried to provide a solution to reduce the amount of grain color variation on the windows. We did not try to cover anything up and on both meeting occasions the properties of wood was discussed with [redacted] and [redacted] and that the wood will show grain, and each piece of pine will take stain differently because it is a soft wood. [redacted]s expectation was that all the pieces of pine would match perfectly and take stain in the same manner.
Harmony did propose a harder species of wood to eliminate the concerns [redacted] had, however the price difference in pine vs. clear vertical grain fir are significantly different. The windows that were existing in the home were pine that had been stained. Finishing the drywall is a Harmony responsibility and it was not part of any additional cost.
The windows in the [redacted] home meet the quality standards of Harmony as well as [redacted] Windows and Doors. Expectations to have wood perfectly stain and wood grain be consistent is an unreasonable expectation that cannot be meet unless you move from a softwood (pine) to a different wood species.
We want to bring this matter to closure for [redacted] and [redacted], unfortunately we are not able to accept [redacted]'s offer to resolve this matter because of the additional cost is he asking us to accept.
Initial Consumer Rebuttal /* (3000, 11, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contract agreement contains a very simple requirement that is to match the existing windows in our great room. We emphasized this requirement to Harmony Homes from the beginning.
Harmony Homes saw the type of wood and the wood grain of our windows in our great room. The windows in our great room do not have zebra stripes in wood grain. Harmony Homes agreed to match our existing windows.
Everybody knows "All Wood has grain and this cannot be corrected." but Harmony Homes has the responsibility to specify the selection of the wood to [redacted] Windows to exclude the zebra patterns in the wood grain.
We're questioning whether Harmony Homes communicated the contract terms to [redacted] Windows and the quality of wood grain that is expected. If they had communicated to [redacted] Windows, the outcome would be different. We would have windows installed without any zebra stripes in wood grain. That would be an acceptable situation.
Harmony Homes is negligent in meeting the customer requirements. Harmony Homes try to shrug off their responsibility by saying they don't have any control over the kind of windows they get from [redacted] Windows. Evidently, Harmony Homes did communicate with [redacted] on the size and style of windows but neglected to specify the customer requirement of the quality of wood grain for windows.
Every time I'm in our great room, I can't be at peace in our home with these installed windows. So, the response is not acceptable.
We do want an amicable closure to this issue.