Warming Trends

At no time did we say we wouldn't fix the stove*** is misrepresenting the situationWe told him it may be better for him to contact the new servicing Dealer because we are no longer the Dealer for our area and the product may still be under the manufacturer's warrantyIf it is under Warranty
the parts and labor should be covered and the servicing dealer is compensated by the manufacturerWe also said if this didn't workout to his satisfaction, he should contact usWe haven't heard from him

Yes, I agree the correspondence with Hearthstone does move slowly, and that's when we were an active servicing dealer, now that we are not it's worseThat's why I initially encouraged you to contact the current dealer because I honestly believed your interest would be best servedI'm sorry for the misunderstanding Since your last response, I contacted the service manager at Hearthstone and he agreed that warranty work should be done by the current servicing dealerHe reminded me that the warranty on your product is backed by the manufacturer not Warming Trends.(I asked if I could give you his# and he agreed) We offer a year warranty on work that we do, such as installationAn active Hearthstone dealer will be compensated for the repair We currently are responsible for servicing over pellet,wood & gas stove, fireplace & insert customersWe take it very seriouslyI admit your situation is as unique to us as to you, I certainly don't enjoy handing over a good customer to the competition

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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[redacted]

Review: We purchased a stove from WarmingTrends. In less than 6 months, the stove needed repairs and replacement parts. They have refused to provide both parts or repair service. The stove is under full factory warranty and yet they will not fix it. Instead, I was told to contact another dealer for repairs and parts. Warming trends took eight weeks to even return my calls on this matter.Desired Settlement: Pay lacrosse fireplace company for labor costs to fix the stove. Warming Trends sold the stove...now they won't fix it.

Business

Response:

At no time did we say we wouldn't fix the stove. [redacted] is misrepresenting the situation. We told him it may be better for him to contact the new servicing Dealer because we are no longer the Dealer for our area and the product may still be under the manufacturer's warranty. If it is under Warranty the parts and labor should be covered and the servicing dealer is compensated by the manufacturer. We also said if this didn't workout to his satisfaction, he should contact us. We haven't heard from him.

Consumer

Response: