Initial Business Response /* (1000, 7, 2016/01/25) */
Whole Wood has been a trustworthy company for many years to thousands of loyal customers because we have integrity in our service and product quality. All of our products come with minimum 25 years warranty. However, just like any other...
business, we do have a return policy to follow which is first to identify the source of the claim.
In this case you claimed poor product quality because there are gaps and therefore we had to report that directly to the dealer and manufacturer. Mirage and its reputable dealer provides excellent warranty and service. We have submitted this claim immediately and their representative had done inspection in your house accordingly. The inspection report is as below which we had copied you. Should they find the products are defective, Mirage will definitely replace your floors but no CASH reimbursement as you demanded.
We also informed you that you are free to hire another National Wood Flooring Association licensed inspector should you feel unsatisfied with the report and you can resubmit the new inspection result for the claim. We do respond and take care of customer's complaint accordingly.
Subject: RE: MIRAGE FLOOR REIMBURSEMENT
From: [redacted]@triwestltd.com
Date: 1/4/XX X:XX pm
As requested on behalf of Whole Wood, I inspected product on 12/31/15.
The product I saw in the residence was in fact the product ordered, and signed off on by the consumer. It was 4 1/4" x 3/4" Solid Maple Exclusive. The installation was fine. The consumer had been told by the installer that perhaps some of the boards might be "off caliper", i.e. different size widths/ heights. There is no evidence of that in the installation. I found no gaps/ or off size in the boards. I collected six various samples of what I was told might be the worst examples to send to Mirage. I informed the consumer that based on what I was seeing, that no problem with the floor existed. One possible explanation of the installers perception was the high humidity level during the installation, it had been raining, the house was cold and damp, and the windows were open. Additionally, I received a text of what was termed as "color variation". The product that was ordered, shipped and delivered was Exclusive grade product which has a number of boards that have mineral streaks, knots, and some character in the planks. What was ordered is what was shipped. Boards were sent to Mirage for inspection, we will not have a report back from them for at least a week. This is not a product that is standard or stocked by Tri West, meaning it has to be produced by Mirage. A two week minimum is expected in this process, this was explained to the consumer.
[redacted]
Territory Manager
TRI-WEST, LTD
Initial Consumer Rebuttal /* (3000, 9, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While they mentioned review report from Mirage company will come in 2weeks, now a months passed * received nothing. I tried to contact Steve from Mirage for an update I didn't get any response. I know both Mirage and Whole Woods just want this case to dry out itself, but me as customer is suffering from the result.
Also (and more importantly) from the very beginning I indicated the timing for my renovation is very limited, as I scheduled move out of current apt in few weeks. Time is money for my case. While they tell me just wait there for something, I have to finish my floor project in few days as originally planned. B/c this issue, I purchased additional materials already but have nothing from either Whole Woods or Mirage for reimbursement. I can't accept this result.
Final Business Response /* (4000, 13, 2016/02/18) */
[redacted]Document Attached[redacted]
Please find the attached inspection report directly from the manufacturer. The product must be inspected by the manufacturer as it is warrantied by them. Mirage is a reputable company and brand with excellent quality and customer service.
Initial Business Response /* (1000, 7, 2016/01/25) */
Whole Wood has been a trustworthy company for many years to thousands of loyal customers because we have integrity in our service and product quality. All of our products come with minimum 25 years warranty. However, just like any other...
business, we do have a return policy to follow which is first to identify the source of the claim.
In this case you claimed poor product quality because there are gaps and therefore we had to report that directly to the dealer and manufacturer. Mirage and its reputable dealer provides excellent warranty and service. We have submitted this claim immediately and their representative had done inspection in your house accordingly. The inspection report is as below which we had copied you. Should they find the products are defective, Mirage will definitely replace your floors but no CASH reimbursement as you demanded.
We also informed you that you are free to hire another National Wood Flooring Association licensed inspector should you feel unsatisfied with the report and you can resubmit the new inspection result for the claim. We do respond and take care of customer's complaint accordingly.
Subject: RE: MIRAGE FLOOR REIMBURSEMENT
From: [redacted]@triwestltd.com
Date: 1/4/XX X:XX pm
As requested on behalf of Whole Wood, I inspected product on 12/31/15.
The product I saw in the residence was in fact the product ordered, and signed off on by the consumer. It was 4 1/4" x 3/4" Solid Maple Exclusive. The installation was fine. The consumer had been told by the installer that perhaps some of the boards might be "off caliper", i.e. different size widths/ heights. There is no evidence of that in the installation. I found no gaps/ or off size in the boards. I collected six various samples of what I was told might be the worst examples to send to Mirage. I informed the consumer that based on what I was seeing, that no problem with the floor existed. One possible explanation of the installers perception was the high humidity level during the installation, it had been raining, the house was cold and damp, and the windows were open. Additionally, I received a text of what was termed as "color variation". The product that was ordered, shipped and delivered was Exclusive grade product which has a number of boards that have mineral streaks, knots, and some character in the planks. What was ordered is what was shipped. Boards were sent to Mirage for inspection, we will not have a report back from them for at least a week. This is not a product that is standard or stocked by Tri West, meaning it has to be produced by Mirage. A two week minimum is expected in this process, this was explained to the consumer.
[redacted]
Territory Manager
TRI-WEST, LTD
Initial Consumer Rebuttal /* (3000, 9, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While they mentioned review report from Mirage company will come in 2weeks, now a months passed * received nothing. I tried to contact Steve from Mirage for an update I didn't get any response. I know both Mirage and Whole Woods just want this case to dry out itself, but me as customer is suffering from the result.
Also (and more importantly) from the very beginning I indicated the timing for my renovation is very limited, as I scheduled move out of current apt in few weeks. Time is money for my case. While they tell me just wait there for something, I have to finish my floor project in few days as originally planned. B/c this issue, I purchased additional materials already but have nothing from either Whole Woods or Mirage for reimbursement. I can't accept this result.
Final Business Response /* (4000, 13, 2016/02/18) */
[redacted]Document Attached[redacted]
Please find the attached inspection report directly from the manufacturer. The product must be inspected by the manufacturer as it is warrantied by them. Mirage is a reputable company and brand with excellent quality and customer service.