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A BBB Accredited Business since
BBB has determined that MacDonald Hardwoods, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for MacDonald Hardwoods, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or RegistrationMany local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met. Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website: http://www.colorado.gov/pacific/dora/licenses-and-permits-0 To view the registration of a business with the Colorado Secretary of State click below: http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do
Type of Entity
Business ManagementMr. Bruce MacDonald, President/Owner
Floor Laying, Refinishing & Resurfacing Hardwood Floor Contractors Carpet & Rug Dealers - New Floor Materials - Retail
Alternate Business NamesMacDonald Lumber
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Additional Phone Numbers
- (303) 730-7030(Phone)
- (800) 639-3006(Phone)
- (303) 825-1954(Phone)
- (303) 738-0308 (Fax)
- (303) 825-1981 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: The flooring was received in two different batches and is two different colorings. After placing an order for an initial amount of 37 boxes of flooring, MacDonald Hardwood was contacted and asked to add an additional 11 boxes of flooring. Upon speaking with MacDonald, it was determined that the coloring to the additional 11 boxes would match. MacDonald informed me that the 37 initial boxes had not been received and that they would try to get the additional 11 boxes with the original shipment. This did not happen. We installed the initial 37 boxes after waiting 3 weeks for the floor to acclimate, and during this process the additional 11 boxes arrived. The 11 boxes were acclimated to the house and then we installed them as well. Upon completion of the floor, it was a visible line where the two different sets of flooring were as the coloring was different. At this time MacDonald was contacted and sent someone out to look at the flooring. During this home visit, the representative from MacDonald took pictures of the flooring for "training" purposes. And informed us that we should have stopped the process and contacted them. It was reported that the representative would speak with the supplier. No response was received. In another attempt to get an answer from MacDonald another email was sent and a response was received, stating that MacDonald would reimburse for the flooring that came from the additional 11 boxes, however the 11 boxes are the correct color. This was again responded to via email and there was never a response from MacDonald Hardwoods. Order Number: ****** Order Date: 9/14/2013 Product Code: ************ BL Sales Rep: *** ****** Payment Amount: ******** Payment Method: ******** *******
Desired Settlement: It is desired that MacDonald Hardwoods refund the amount for the flooring that is the wrong color from the first batch 37 boxes ($3356.17).
Business Response: Initial Business Response /* (1000, 5, 2015/08/18) */ We take all customer claims seriously, and appreciate the opportunity to respond via the Better Business Bureau. 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 flooring. The 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 customer. In 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 exception. The flooring in this customer's home has natural character variations that are expected for this product. According 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 expected. We do not warrant against these natural variations. If 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 installation. Verify that the flooring is the correct material. Care should be taken at this time to remove or repair particular characteristics you do not desire. Manufacturer 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 7 cartons as a good faith policy to the customer. (The customer purchased 11 cartons, then returned 4 unused cartons.) The customer has refused this offer. Since the material is not defective, we are unable to provide a full refund. However, we are still willing to provide a customer service refund equal to the value of 7 cartons of material: $858.76 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 in. That is the flooring that we like. The amount for the flooring that we are disappointed in is 28 boxes/ $3435.00. Based on the amount that was offered, we do not feel it is appropriate as once again it is for the flooring that we like. The 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 $858.76. 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 $858.76. 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 shows. Yes every box has the paper stating to check. Who has the time to wait for shipping, 2 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 truth. I trusted and was let down on their word in more than one way.