Born to Cook Catering Company, Inc.

I agree with renter we could have made this easierPaperwork has been filled out we are making delivery

THE PRICE CHARGED IS NOT OUTRAGIUOSLY WRONG. YOU ARE COMPARING AN AVERAGE, IF THE AVERAGE IS $2.91, THATS IS NOT AN ACURATE NUMBER THE EIA IS CLOSER TO $PER GALLON. THAT MEANS THE HIGH PRICES COULD BE $PER GALLONG AND THE LOW AT $A GALLON. WEARE
LESS THEN A DOLLAR OVER THE AVERAGE. YOU CAN ALWAYS GET A PRICE LOWER THAN OUR AND HIGHER THAN OURSWE ARE ONE OF THE ONLY COMPANIES TO HAVE A SERVICE DEPARTMENT THAT OPERATES 24/7/

I have checked with our corporate office if the customer wants to be put back on a rental and charge by gallon delivery they will make an exception in this case

We attempted to send a check to the *** *** address on 12/14/Today we learned that the check never made it to the customerWe checked our bank and the check never clearedWe will issue a new check todayWe would, however, request an updated address be sent back through this
channel

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
Sincerely,
*** *** We will be checking our bank account to make sure we receive the credit

Hocon has been in contact with this customer multiple times and offered solutions recommended by the manufacture to try to help the stove and its performanceHocon did not install this customers product, nor did we provide any material for the installationWe only make a site visit if we are
contracted to do the installation, we go to every home to inspect for the installation of the product and measure everything plus we take pictures of everything as wellWe check to make sure there are no roof/chimney problems and that all of the proper parts are ordered to fitThe model was recommended and their expectations were set by the installer as to how well it would work and how it would fit their fireplaceI had conversations of other units, but they emailed me they had picked the ***So they purchased it
10/01/Customer purchases unit w/ 35’ liner kit
10/20/Customer was refunded the liner cost as customer has decided to have their chimney sweep install unit and liner
10/25/Customer emailed me regarding expected performance issues they were experiencing
- I emailed her back to call me to discuss the particular issues she was having
10/25/I spoke to *** *** and I was made aware that he installed a 5.5” liner, not the manufactures recommended 6” linerHe also stated
he was going to put a pipe damper in the liner
- Customers mother came into the store asking about the stove and the installationI explained to her that the damper in the pipe should not be done (installer was recommending in our previous discussion), and to let her son know thatShe stated that they really trust the advice of their sweepI called the manufactures technical dept, with her standing there, regarding the issues and effects the wrong sized liner would have on the performance as well as other “environmental” issues that could be affecting the stove and its outputShe wrote down all the items and was bringing them to Dave that day
- The installer stated he was going to “put a damper in the pipe” during the conversation I had with himI expressed to him that was not safe and should not be done per the manufacture and national codeI told the mother too, as she heard me tell the installer not to do that while I was having the conversation with the installer
- I also went over with E*** *** the installer, the items that the manufactures rep suggested be done to help the customerI asked if they had been doneThey weren’t at this point
Manufactures List below:
• Was the liner wrapped with insulation?
• Was there any insulation and/or a blocking plate added at the fireplace throat to prevent heat loss up the chimney cavity?
• Based on the customers email stating the wood was seasoned for years, manufacture stated the wood may be over seasoned and may have lost its BTU valueThey call this “bunk wood”The manufacture recommended wood seasoned for months to a year and no more
• Recommended a heat probe to see the temperature of the firebox while burning
11/10/*** emailed me talking about the stove over-draftingI responded to the email with information that I had gotten from conversations
I had with the technical department, about possible solutions to the performance issue they were havingI asked that *** call me to
discuss some of the items that the installer was supposed to do to help with the problemHe never did

I spoke to customer on 8/9/and reviewed her account. The deliveries that
were billed incorrectly have been rebilled at the correct price of $1.99. A refund check totaling $is being Fto customer this includes the security deposit of $plus a credit $for the gas remaining in the tank

Carolyn Betts Revdex.com Complaint #*** Hocon Gas agrees to disagree Ms *** Did brake her contract with Hocon Gas on 2/18/when *** called to have us pick up our tanks .He never called before to ask about a contract he just went and changed company’s As for the Regulator it was new when we did a safety check in September Because Hocon is a family owned company and understand times that people do make mistakes we will let Ms *** out of her contract and credit her account so she will have a $balance *** *** General Manager Hocon Gas, Inc*** ** Phone: *** Fax: ***

We emphatically disagreeWe were not allowed to install the equipment you hired outside personnel who did not tell you your chimney was not correctWhy are they not paying for what they did wrong? Our offer is finalTell us why here

We spoke with the sales representative involvedHe is new and in training and he has been coached on his errors during this transaction.We are in contact with the customer, and a check was issued via mail in the amount of $

I am going to agree to take off the $because we do want you to stay as a customerI do not agree with your conclusionI took my truck yesterday to get my breaks checkedThe fee was $to just look at the truck for diagnostic purposes. Then I paid $to get the truck new breaks
I DROVE TO THEM! We come to youWe ask for $to come out and then $per hourWe are no different than any service companyI recently paid $and $to have two septic tanks pumped at two different locationsWe charged you $We are not that unreasonableI will pay over $for a service contract for my oil furnaceWe are one of the only companies to maintain a full service department in the state of ConnecticutI would be happy to talk to you about this on the phoneBest regards, Bill C***VPOperations Hocon Gas

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because it only addresses one part of the issueWhat was addressed, the pick up of the tanks could have been communicated by Hocon, but was not in a timely fashion. The second part of my issue was entirely ignored bt HoconThe lack of rendering timely payment.....taking six weeks is ineptitudeOnly recievved payment because I did complain to Revdex.com, and I thank the Revdex.com for that.At least payment was sent overnightJust would have wished I had been alerted it was coming so it did not have to lay out in the elements for five days and take a day to dry before I was able to cash.Again thanks to the Revdex.com for making the payment happen
Sincerely,
*** ***

***Please tell me what you want?I cant follow your threads they are so long you have completely confused me.Thanks,***

We do apologize that we could not find a way to please youWe will have to agree to disagreeWe wish you the best

We are investigating this complaintWe will respond back with a resolution todayThe General Manager for our Norwalk branch is *** ***She will be sending the responseThank you, *** ***VP Operations

I spoke to customer and I applogized for the inconvenience and we are crediting the last propane delivery as the customer requested. He was happy that I called him and issuing a credit. Customer was happy with the resolve of the issue

Complaint: 1***
I am rejecting this response because: it is terse and what I want was clearly described in my Revdex.com complaintI have been contacted outside of this system and offered a full refund for the insert; however they refuse to reimburse me for the installation labor and custome surround piece had they done their due diligence and informed me about the 35ft chimney height issue I never would have incurred these expenses because I wouldn't have purchased this insertAdditionally when I replace this with something appropriate I will need to replace the liner with a larger oneI shouldn't have to "eat" almost $because of their incompetence.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** wow my only upsetting issue was we hired u as our fuel supplier being told u were a fair & courteous company with their customerswell u sure proved that wrongnow u have my blood boiling mad as u don’t know me from *** & have no right to judge me!!! We our just looking out for ourselves! that extra cents a gallon u overcharge to line all u’r pockets hurts our families & the economy!!! I will be saving u’r *** text & already have pic of it on husbands phone! I will be taking this further now after u’r *** text!!!!!!

Sent to customer on 2-5-18*
*** *** *** *** *** * *** *** Re: *** *** *** ** *** *** *** *** *** We will honor the price of $till October 31, as written in Mr***'s emailMr*** has been a valued
customer since We have done our best to accommodate him to the best of our ability. The contract we have on file does not indicate that Mr*** will be locked in at $per gallon. I did call customer and I have left a voice mail message informing him that $will be honored until October 31,2018. If I can be of further assistance please let me know. I can also be reached at ###-###-####. Sincerely, *** *** Hocon Gas Inc.General ManagerCell ###-###-####