Air Gas USA, LLC

I would like to apologize to Ms [redacted] for the apparent miscommunication that took place between our service manager and [redacted] We will immediately reimburse her the $as requested, and will pursue [redacted] in attempt to determine why there is no record of our contacting themSincerely, Joel GK***

I would like to apologize to Ms. [redacted] for the apparent miscommunication that took place between our service manager and [redacted]. We will immediately reimburse her the $295.09 as requested, and will pursue [redacted] in attempt to determine why there is no record of our contacting...

them. Sincerely, Joel G. K[redacted]

Initial Business Response /* (1000, 10, 2015/11/06) */
We worked closely with client to coordinate insurance payment for power awning damaged during a storm. The items client wanted submitted for warranty were discovered to not be manufacturer defect, but general owner maintenance. We stand behind...

the installation of the helper fan for the refrigerator, and believe it poses no risk during regular operation. Joel had lengthy conversation with client and simply stated that it was not in his scope to determine warranty coverage, that service personnel had already done that. Client was pleased with the work that we performed until he was told that the maintenance we did was chargeable to him, and not warranty. Out-of-Doors Mart has no evidence from the manufacturer of the refrigerator or the travel trailer that suggest any risk in the placement/wiring of the helper fan. We sincerely hope that client will return soon, so we can reassure him of our excellent reputation in the RV industry. We are not accustomed to having disputes with customers that we cannot reconcile amicably, and regret that the decision was made to go public, especially since we feel we served the client efficiently and professionally.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, Joel did not read the complaint properly. I never mentioned anything about the awning, my complaint is the warranty work that was done on my unit and than was billed for said work. Let's address the water tank first. When I first described the problem to the Service Manager he said I Quote "Sometimes plastic shavings fall into tank during construction and block the drain" can Joel show me under [redacted] Maintenance it is owners responsibility to correct or clean this. [redacted] customer service are the ones who told me to bring it in to get repaired under warranty once a Qualified [redacted] dealer looked at it. Now the hot water heater. The Service Manager told me they had to replace the gas nozzle on the unit. This is not a routine maintenance for the owner. Once again when I contacted [redacted] about this they to told me to bring it into a Qualified dealer for warranty repair. And last the fan for the refrigerator. According to [redacted] (the maker of the kit) the fan needed to be placed in the correct position (which it wasn't it was put right above the burner unit of the Refrigerator) and wired to a automatic thermostat which was not used, but was included in the kit. Joel says that according to his service department there is no risk of issues where they placed the kit and how they wired it. Well, boy are they wrong. The fan must be turned on manually every time to operate. This is in complete contrast on how this Refrigerator is to function. You need a certain amount of heat for the unit to cool properly and to much heat will also have negative affect on cooling. That is why the automatic thermostat is supposed to be put in line with the fan to operate properly which is clearly spelled out in the manufactures instructions. Also, once the refrigerator gets to temperature and shuts down if the fan is running (because it wasn't wired properly the refrigerator will not relight under propane and eventually locks out. I have to reset the refrigerator and turn off the fan to get it to relight. This is after you smell propane in the refrigerator compartment. If Joel will give me a signed letter that Out Of Doors Mart is responsible for any and all damage to my unit from his repairs of the refrigerator I will forgo this complaint. And last, I went public with this after I tried to get Joel (Operations Manager and Owner) to assist me in this issue with the Service Department. Joel told me he did not get involved with service issues and left it up to his Service Manager. I asked Joel to discuss it with his Service Manager and call me back and he said he would not do that or call me back. Joel left me no choice.
Final Consumer Response /* (3000, 29, 2016/01/26) */
From: [redacted]
Sent: Tuesday, January 26, 2016 10:56 AM
To: [email protected]
Subject: Case # [redacted]

My complaint with Out of Doors Mart was settled on 12/28 and they have still have not complied with the agreement of case resolution. I would like to reopen the case and I prefer not to settle this with Out of Doors Mart and leave it as a unsettled case on file with you. They have not lived up to their part of the agreement and as Joel stated (Owner of Out of Doors Mart) all he cares about is his Rating with the Revdex.com not his customers.

Thank You
[redacted]
Email [redacted]@nc.rr.com
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Final Business Response /* (4000, 34, 2016/02/11) */
I apologize, I don't recall receiving/viewing the post from customer that had his address at the bottom. In my last post I had requested he contact me to verify address. I will send check today. Again, I'm sorry it came to this, because my responses were based on information I was given by both internal and external parties involved.