MacDonald Hardwoods, Inc.

Initial Business Response /* (1000, 5, 2015/08/18) */
We take all customer claims seriously, and appreciate the opportunity to respond via the Revdex.com
Because of this customer's concerns with their product, MacDonald Hardwoods arranged for the National Sales Manager from ***
*** (manufacturer of *** *** the customer's product) to visit the customer's home accompanied by the owner of MacDonald Hardwoods to observe and assess the flooringThe owner of MacDonald Hardwoods took pictures of the floor and forwarded them to the National Sales Manager of *** *** for their company's review (and not for "training" purposes as the customer stated)The photos and notes were reviewed by the manufacturer's Technical Service Manager who provided a detailed letter (attached) directly to the customerIn summary, the letter states the customer's perceived issues are not covered by the manufacturer's warranty
Wood flooring is a product of nature, and therefore includes natural variations, and this customer's flooring is no exceptionThe flooring in this customer's home has natural character variations that are expected for this productAccording to the manufacturer's installation instructions (attached) that came in the cartons of material the customer opened and installed, under the section titled "Installer/Owner Responsibility", the customer is responsible for inspecting the material before it is installed:
"Remember - Wood is a natural product that can vary in color, grain, and contains natural characteristics that varies from piece to piece and is to be expectedWe do not warrant against these natural variationsIf you are not satisfied with the flooring prior to installation, simply return the unused material to your dealer for a full replacement
"We urge you, as the final inspector to inspect for proper color, finish, style, and quality PRIOR to installationVerify that the flooring is the correct materialCare should be taken at this time to remove or repair particular characteristics you do not desireManufacturer declines responsibility for any costs incurred when the flooring materials with visible defects have been installed...."
Even though it was clear that the flooring did NOT have any defects, MacDonald Hardwoods, in conjunction with the manufacturer and distributor, offered cash or material equivalent to cartons as a good faith policy to the customer(The customer purchased cartons, then returned unused cartons.) The customer has refused this offer
Since the material is not defective, we are unable to provide a full refundHowever, we are still willing to provide a customer service refund equal to the value of cartons of material: $
Initial Consumer Rebuttal /* (4200, 13, 2015/09/08) */
Please be advised that yes, MacDonald Hardwood offered the seven cartons, however that is not the amount of the flooring that we are disappointed inThat is the flooring that we likeThe amount for the flooring that we are disappointed in is boxes/ $Based on the amount that was offered, we do not feel it is appropriate as once again it is for the flooring that we likeThe flooring that we don't like is in the main heart of the home
Final Business Response /* (4000, 15, 2015/09/11) */
The best offer that MacDonald Hardwoods is able to extend is for $
Because the customer is responsible for final inspection of the product before installation, the color variations should have been identified as a problem when the cartons were opened, and the product should have been returned to us before it was completely installed in their home
The manufacturer's experts have determined that no defects were or are present in the product the customer installed: it looks exactly like it is supposed to look, with all the natural variations found in wood
For these reasons, we are not able to increase our good will offer of $
Final Consumer Response /* (4200, 17, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product in the heart of my home does not look as there showroom showsYes every box has the paper stating to checkWho has the time to wait for shipping, weeks to acclimate, stop all work in your home remodel? I would rather someone else learn of the way McDonalds tell you what you want to hear rather than the truthI trusted and was let down on their word in more than one way