Appalachian Hardwood Pellet (AWP)

I received your letter about a customer concern reported to your agencyWhile I regret that the customer had a poor experience with our product, I would like to take this opportunity to address their concernsThe customer stated, “The product states that it is low ash and hot burningThe pellets are full of saw dust and are not hot burning.” The [redacted] *nstitute (PFI) certifies our facility, and our product meets or exceeds all standards of production and quality they have establishedWe have established an internal quality control lab that ensures our product meets all standards and our product is audited by a third party independent labTo address the specific concern of “sawdust” in the product: We employ a dust and fines removal system that uses screeners at two separate locations in the production streamThe first is prior to bulk storage; the second is prior to packagingThese screeners remove fines prior to packagingTo address the specific concern that our product is not hot burning: We guarantee our product to provide a heating value of BTU/hourOur product meets or exceeds this guarantee as indicated by independent third party analysisAll product we ship to our customers is of the best possible quality when it leaves our facilityIt meets or exceeds all standards set forth by the [redacted] eFrom the nature of the complaint, it would appear that moisture was introduced to the product at some point in the supply chain after it left our facilityThis explains the presence of sawdust and low heating valueMoisture would cause degradation of the pellets, which would lead to the presence of “sawdust” and poor heating valueI would recommend the customer return the product to the place of purchase for a refund or replacement of the productI hope this addresses your concernsPlease contact me if you require any further information

I received your letter about a customer concern reported to your agencyWhile I regret that the customer had a poor experience with our product, I would like to take this opportunity to address their concernsThe customer stated, “The product states that it is low ash and hot burningThe pellets
are full of saw dust and are not hot burning.” The *** *** *nstitute (PFI) certifies our facility, and our product meets or exceeds all standards of production and quality they have establishedWe have established an internal quality control lab that ensures our product meets all standards and our product is audited by a third party independent labTo address the specific concern of “sawdust” in the product: We employ a dust and fines removal system that uses screeners at two separate locations in the production streamThe first is prior to bulk storage; the second is prior to packagingThese screeners remove fines prior to packagingTo address the specific concern that our product is not hot burning: We guarantee our product to provide a heating value of BTU/hourOur product meets or exceeds this guarantee as indicated by independent third party analysisAll product we ship to our customers is of the best possible quality when it leaves our facilityIt meets or exceeds all standards set forth by the *** *** ***eFrom the nature of the complaint, it would appear that moisture was introduced to the product at some point in the supply chain after it left our facilityThis explains the presence of sawdust and low heating valueMoisture would cause degradation of the pellets, which would lead to the presence of “sawdust” and poor heating valueI would recommend the customer return the product to the place of purchase for a refund or replacement of the productI hope this addresses your concernsPlease contact me if you require any further information

I received your letter about a customer concern reported to your agency. While I regret that the customer had a poor experience with our product, I would like to take this opportunity to address their concerns. The customer stated, “The product states that it is low ash and hot burning. The pellets are full of saw dust and are not hot burning.” The [redacted]nstitute (PFI) certifies our facility, and our product meets or exceeds all standards of production and quality they have established. We have established an internal quality control lab that ensures our product meets all standards and our product is audited by a third party independent lab. To address the specific concern of “sawdust” in the product: We employ a dust and fines removal system that uses screeners at two separate locations in the production stream. The first is prior to bulk storage; the second is prior to packaging. These screeners remove fines prior to packaging. To address the specific concern that our product is not hot burning: We guarantee our product to provide a heating value of 7900 BTU/hour. Our product meets or exceeds this guarantee as indicated by independent third party analysis. All product we ship to our customers is of the best possible quality when it leaves our facility. It meets or exceeds all standards set forth by the [redacted]e. From the nature of the complaint, it would appear that moisture was introduced to the product at some point in the supply chain after it left our facility. This explains the presence of sawdust and low heating value. Moisture would cause degradation of the pellets, which would lead to the presence of “sawdust” and poor heating value. I would recommend the customer return the product to the place of purchase for a refund or replacement of the product. I hope this addresses your concerns. Please contact me if you require any further information.