Interactive Coaching, LLC.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The companies way to rectify this is to sell me more product with a discount . This does me no good with the current product . I would never ever order from them again. I sold the pieces for a fraction of what I paid because they were severely damaged and could not be used . I offered to send them back for a replacement they refused, I asked for a partial refund they refused. I asked for them to cover repair cost they refused . I called in excess of 8 times to get a voicemail and no response . I emailed Ryan the sakes rep several times with no response . 
I have several photos a video and 3 contractors that are licensed with the state of Michigan that will also agree I was correct and the pieces were severly damaged and not useable . 
Regards,
[redacted]

In response to the complaint about product issues:
We had an internet customer order 3 custom rustic fireplaces mantels to be made out of aromatic cedar. The customer saw pictures of these pieces in the raw form as they weren't local and this was the only way we had to show them the...

pieces. The pictures demonstrated how rough and rustic the pieces are to begin with. The order was packaged securely on a wooden pallet and wrapped for protection with clear plastic wrap. They were screwed to the pallet from the back side of the fireplace mantel to insure that they wouldn't move. The order was placed on May 28, 2014. We shipped it June 18, 2014. Our standard lead time on custom orders such as this is 3-4 weeks. We expedited this customer's order over orders placed well before theirs to try and accommodate their tight time frame. The order was placed via e-mail. In the multiple back and forth e-mails, the customer requested 4 supports for the mantels. Our salesman wrote up the work order without putting the supports on it. The work order was sent to the customer for approval and it was approved without the supports on it. We did take responsibility for this and offered to ship the supports to them at no charge. The customer did not take us up on our offer. We did receive some pictures and even a couple videos that the customer sent us trying to display what they were calling damage. Our first thought was that they got damaged in shipping, as this has happened in the past, but that did not appear to be the case after further review. One of the alleged damaged areas turned out to be a little rougher textured spot that has been consistently on our rustic mantels that is deeply embedded in the wood. We have never had a previous complaint about a marking like that. The other areas of concern were on the back side of the mantel. We are often limited on what we can cut off from these pieces by the requested sizes from the customer. This particular order was asking for a piece that was 8'11" long. The longest piece we had was 8'8" and the customer said this would work. I believe that this is the piece that had the chunk missing from the back corner, although the customer wouldn't confirm this with me. Had we not needed the full length, that would have been trimmed off. In the future, we should contact the customer before processing the piece and let them know if a small chunk (3" according to the customer) missing like that on the back side is acceptable. Generally this would be covered up and not even seen once the mantel is installed.
I went back and forth with the customer multiple times, via e-mail, trying to understand the problem so we could address it properly. The customer refused to answer many of my questions that would have given me more details and specifics on the issue. The customer admitted to signing for the pieces when they were delivered without inspecting them. The pieces were wrapped in clear plastic that could have easily been removed so they could be inspected before accepting delivery. We did not hear about any issues with the pieces until about 3-4 days after they were delivered. We have a no return policy on custom pieces such as these that are cut to specific sizes for a specific order. Had the customer refused to accept the pieces on the day they were delivered then we would have taken them back and did what we could to solve the issues. Once they are in a customer's possession for an extended period of time then we are not in control of the product anymore and are unable to accept a return.
After not hearing from the customer for a number of days after my last e-mail, I called to make sure they got my e-mail and to hopefully try and rectify the situation. The customer informed me that they sold the mantel pieces for $600.00 because they didn't want to deal with it anymore. The customer took it upon themselves to sell the pieces at a much lower value then what they paid for them. As was stated earlier, we offered the mantel supports at no charge which would have been about $150.00 cost to the customer. We also offered to give the customer a $250 credit on their next order.
We do stand by our product and believe that we delivered three beautiful pieces of wood to this customer. After hearing the customer was unsatisfied we tried to do what we could to rectify the situation. The customer declined a number of our offers as well as made it difficult to address the issues with his decision to not respond to many of my questions and concerns. We are disappointed this resulted in a complaint but will do everything we can to insure this never happens again. We pride ourselves on quality and will continue to do so.

I have attached a file  which is the bill of lading that the customer signed declaring that he received the shipments in good condition.
This is an unfortunate situation that I am not sure will result in a resolution. These pieces were by no means severely damaged as if that were the case the customer should have noted so on the bill of lading when he signed for them and accepted them in good condition. We still tried to do what we could to assist the customer when we discovered he wasn't satisfied. We tried coming to a solution without having the customer send the pieces back because of the costs and the tight time frame we were trying accommodate. The customer made it difficult to come to a resolution and once he informed us that he sold the pieces it was really out of our hands. We didn't agree with the $500 estimate to repair the pieces, we couldn't accept a return or replace them because they were cut specifically for his order and use. We made offers to rectify the situation that we felt were fair but the customer did not. I am confident that the majority of our customers would not have found any issues with these pieces and would have been satisfied with our product.
Again, we stand by our product. We pride ourselves on quality and we are disappointed this customer didn't see or appreciate the quality and uniqueness of these beautiful pieces. The customer has stated he will never order from us again but we are willing to increase our offer to a $350.00 credit to try and make this right. Given that the customer no longer possesses the pieces and that he accepted them in good condition, we are unable to give a refund or take them back.