Complaints

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• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract was for new hardwood floor and stairs in the amount of $5,860. The riser on the stairs does not match the color of the wood on the stairs. Company refuses to fix the problem saying it was the way the wood absorbs the stain. This absolutely makes no sense because it is not even close to a match.

  Business Response

  Date: 09/20/2022

  I understand that the client is not thrilled with the color match of one riser.  When we first received the call from the customer, We called the installer and he told us that there was nothing wrong with the color, as all hardwood has a variation.  The salesperson at our store called the customer and explained this to him and that seemed to end his concerns.   

  
  

  Sometime later, He called again with the same concern, We explained again to him that no two pieces of wood are the exact same.  The reason for this is that wood is a natural product, this is cut from a tree, not man made.  So every board has a different grain and each board will accept the stain a little different.  He did not like that answer so we told him we would call our sales rep from the manufacturer and have them go out and take a look.  

  
  

  We tried to schedule this with the client and I know it took some time for the client to get back to us.  We had left messages and waited for him to get back to us.  When we were finally able to schedule for the manufacturers Rep to get out there. He went out and inspected the stairs and ultimately told the client and us the exact same thing.  He said there is nothing wrong with the variation in the wood. He also explained to them that each pieces is going to be a little different.  The way the staining works is you just apply the stain to the board and it accepts the stain, that is it.  There is no way to alter the way the board takes the stain or make one piece lighter or darker, The wood just absorbs it and it dries and that's the color. 

  
  

  The Sales rep called us and told us that there was nothing wrong with it and that the client understood when he explained it to them.  After sometime, The client reached out again with the same complaint.  We called the manufacturer to see if we could just order a new piece and maybe it would look better for the client.  The manufacturer told us that, there would be no way to get a closer match at this point.  The wood was special ordered just for this client and sent to them to make a custom stain color to coordinate with the floor that they selected.  If we ordered new wood, Which would be from a different batch and ultimately cut from a different tree,  that probably grew in a different state, then tried to remix the same custom stain color, which is never exact, that it would not be any closer.  

  
  

  If this was paint or a vinyl product we could get an exact color match since it would be "man made", But again since the wood grows naturally and accepts the stain however it will, there is no way to make each board the exact same.  This is true for any company and any manufacturer.  We have it stated in our contract that we can only warranty the installation and that we are not responsible for the Manufacuring of the materials. It also states that product colors may vary, We have not control of how the product is made.  Again, the installer and the rep from the manufacture both said that the variation of the wood was all within tolerance.  

  
  

  I hope this helps; Our goal is to make sure every client is happy with the final result of our installations.  Please let me know if you have any other questions or concerns.  

  
  

  Thank You,
  

  Michael Y**** Jr. Owner
  Olden Carpet & Flooring