Apple Retail Store

We have tryed on several occasions to reach M [redacted] to no availShe contacted us in the beginning - we explained that we were 100% percent positive that the bugs were not from us! We have never had a case & take triple precautions to prevent such a problemOur bedding comes from the factory- only our products is on our trucks! She was a very sweet lady- single mom - We told her in the spirit of caring that we would replace the setHowever, we cannot reach her.Sweet Deals Mattress ShopS (Illegible)

Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: ***, Admin Supp
Contact Phone: ***
Contact Email: ***
We have been in contact with customer and issue has been resolved
Initial Consumer Rebuttal /* (2000, 7,
2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After the complaint was filed, Sierra Products Inccontacted me and was very responsive in sending a replacement partThe part has arrived and appears to be working properlyThe company has agreed to pay for return shipping of the faulty part

Initial Business Response /* (1000, 5, 2016/03/17) */
Thelin Hearth Products has no problem with dealing direct with a customer databaseWe post our phone number and emails to all searching for assistance as to contact us directlyYou are more then welcome to do the same
We did have fan
systems that were faulty and the manufacture company that we purchase the motors from is in the process of addressing those issues and sending us new updated motors per our specsWe also have a new supplier of motors that will be available mid-April
With regards to pricing, we have not increased pricing on the parts since we took ownershipThey have remained the same since
I do not know who the dealer that you are handling these issues with is, but it would seem that you are not getting the full story and have been misinformed
With regards to the credit, you may forward any information you have on your purchase over to our sales department for follow up
Again, you are more then welcome to contact us directly at (775) 241-
Initial Consumer Rebuttal /* (3000, 7, 2016/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your prompt response and your acknowledgment of the lack of viable fan motor assemblies produced by your company
When we continue to contact your technical department, we are only offered yet another replacement which, at this point, is redundant since your only prediction is that, hopefully, you will have proper units available in mid-April
We have taken this stove apart so many times to remove and install these fans, that it has caused all of the soldering on the pin connection for the control panel to come lose, rendering the $part inoperableThe retail store has been kind enough to give us another control panel, but it is a used part taken from another customers stove that at times needs to be turned off and on repeatedly to make workQuite frankly, the retail store has been quite accommodating sending their technicians out at no cost to us
We have basically been unable to use our pellet stove since the very first week of January due to these defunct fan motorsWe live on a very limited income due to my husband's disability and plan quite extensively on winter suppliesIn not being able to use our pellet stove, we have been forced to rely on electrical room heaters which has created large electric billsWhat research I have performed indicates that you have been fully aware of this issue prior to December of and are only now taking the necessary steps to remedy itIt does not appear to be a solid resolution to our problem in the hopes that you have a new manufacturer taking on the process of building these units
I can send you whatever documentation you need to resolve our complaint if you would provide an email addressI do not wish to continue any discussion verbally
Please provide us with your suggestions for resolving this
Final Business Response /* (4000, 17, 2016/03/30) */
The original complaint here was requesting a refundIn order to close this case we have requested that you provide via email a copy of your sales receipt so that we may rectify that issue
If you are now requesting an exchange, please contact me directly at (775) 241-and I will email you the forms and instruction for doing so
We do offer direct sales through our online ordering system, although the credit of this purchase since it was done through a dealer will still need to be directed to them
I know it can be a bit overwhelming and confusing, although it it really a simple process that is done dailySo again, I ask that you allow us to process the refund and get that off the booksIf you decide to further proceed with the purchase of the new unit, then we will address your issues on a different format
Final Consumer Response /* (2000, 19, 2016/04/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree entirely with completing the full refund and closing this issueI will email the receipt this morning to you along with the work order for installing the third unit that failedHopefully you are successful in producing new units and we can get one in the late summer or early fall to get our stove back to working condition
Thank you for your assistance & please advise as soon as the refund has been sent to the dealer
***

We have tryed on several occasions to reach M*** to no availShe contacted us in the beginning - we explained that we were 100% percent positive that the bugs were not from us! We have never had a case & take triple precautions to prevent such a problemOur bedding comes from the factory-
only our products is on our trucks! She was a very sweet lady- single mom - We told her in the spirit of caring that we would replace the setHowever, we cannot reach her.Sweet Deals Mattress ShopS (Illegible)