Born to Cook Catering Company, Inc.

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. My response is good only if I actually am sent the rebate/refund do to me and I can cash the check that they say they are going to send. ** *** ** ** *** *** *** *** ** ***
Sincerely,
*** ***

Tanks are scheduled to be picked up today 10/26/

[redacted], Traditionally we do not have third parties administering to our customers. We make all accommodations to work with outside parties, Like fuel assistance, but we do not control outside parties. Complaining to us for trying to help up you with them is not something we do. Now...

complaining to the Revdex.com that's its our fault is even worse. We would be happy to end our relationship if you are saying we are the cause of your problems. The fuel assistance agencies do not understand out business but we do the best we can do with them. Deliveries often get fowled up. But in the end we made the delivery. that's what counts. It is much easier for us in the long run.

Complaint: [redacted]
I am rejecting this response because: This response is not an attempt to solve this problem. Instead this response was to partly blame the third party who assisted with payment and also disregard me as a customer by saying they would be happy to end our relationship. As I stated before, my complaint is to dispute the charges on my account. I clearly spoke with Hocon and stated not to send an emergency delivery, which was received as clear. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:...

on Monday December 12th I received a check from Hocon NOT in the full amount that was provided to them on November 16th and NOT in the full amount that was agreed upon.  Also per the Hocon rep I spoke to on Friday an original check was sent which I never received and the check that was sent to me via FedEx was written out to the wrong address.  The number of errors from Hocon just keep adding up.  I still have not received the balance of the payment as per the Hocon rep I would receive.  
Sincerely,
[redacted]

Spoke to customer and we are removing the service fees because we had to visit her home then one to correct the issue.  We are also looking into customer complaint regarding her pricing.

[redacted]
I am rejecting this response because: it is intentionally inaccurate1. Originally purchased through Amy (Showroom Manager) a 35ft liner with an extension piece. After our Installer inspected the liner he found it to be inferior to the product he specifies which is one continuous liner. Amy then refunded us the cost of the liner and extender piece. 2. [redacted] was aware from the start (days before we purchased the insert) that we had a 40ft chimney and did not do her due diligence as a Dealer and inform us of the manufacturers maximum chimney height of 35ft for this specific insert. Had she done so we never would have purchased it. We were not "dead-set" on this insert, it was the one that best fit our firebox. 3. [redacted]onfirmed that the insert would heat to 1600 sqft and our 1st floor area being heated is >1600sqft. Had we known in reality that it couldn't even heat 300sqft we never would have purchased the insert and would have opted for a stove instead. 4. No logics or substantial solutions were provided by Amy, when we contacted her she said to use wetter wood. We tried every sort of wood we suggested and even our Instaler said that our wood was perfectly fine and not over seasoned. 5. When my Mother went in to collect a custom piece for the surround she was given a list of things to try by Amy that was clearly taken from a blog and not the manufacturer as she stated in her response. She suggested we insulate the liner and do a block off plate installation, which is not even a real thing, it is just a DIY thing published on hearth.com to improve the efficiency not to correct the problems we had. NONE of this is in the Installation Instructions from [redacted] Castings, nor on their [redacted] info on the manufacturer website. 6. Amy attempts in her response to belittle our Installer by referring to him as a Chimney Sweep, when in reality ... A. She has attempted to hire him to do installations for her but he refuses.B. He has 30 years of experience: installing inserts/stoves, inspecting + maintaining chimneys, and does masonry rebuilds. C. His work is fantastic and he comes highly recommended. 6. Our Installer suggested he install a damper to resolve on of the problems which was that because of our abnormally tall chimney the insert was pulling FAR too much air which was creating a super hot, super fast burn ... going through a full load of wood in an hour or so (instead of the 10hr specified by the manufacturer) Amy called [redacted]o inquire about the damper when my Mother went in to the showroom and ** said that it was not suggested, but provided no other solutions. Our Installer asked his Mentor who has 40+ years of experience and is a ** Dealer himself and he said it was a typica response because of liability. His mentor agreed that a damper was the only viable solution. [redacted] installed a damper last week and with the damper fully closed which leaves a smaller space for air to draw and even with the damper on the insert fully closed we can barely achieve a lazy flame. The damper did make a HUGE difference and our burn times now are closest to 4hrs, but the problem remains that the insert is not blowing hot enough air to heat a space. I have spoken with others who have the same insert, same installation and it located in a larger space (1000swft), similar climate (New York) and their unit heats to the high 70s low 80s without a problem. I believe that their is a problem with the construction or assembly of the insert, perhaps with the baffles. The air being blown is [redacted] warm to warm, but if you open the door you can barely stand in front of it. The door also runs on the ledge and we are still missing the pieces to fully secure the surround (going on 2+ months)7. Amy never once mentioned any of the additional "services" provided if they were to do the installation and if it were the case you would think it would have been mentioned when we asked the cost of their Installation and then days later decided on [redacted] At that point instead of telling us she just mentioned that she has been trying to hire [redacted] to do installs for them. This level of "service" seems to be a bit of a dog and pony act after the fact for this Revdex.com complaint. Fact is, their Customer Service after the sale is horrible. 8. Any Dealer should guarantee their product and considering the fact that the showrooms is not even 5 miles from our house, you would think they would send someone to make sure that the insert is functioning properly considering the multiple issues we are having with the unit. You would think that since we have 5 fireplaces and heat our house with oil that Hocon would do something to secure our future business. Instead, they have no intention of doing anything but profiting off of the POS they sold us.  Additionally I have attached our original receipt which clearly proves that Amy was aware of the height of our chimney and did not warn us of the manufacturers specifications of a max height of 35ft for this product. 
Sincerely,
[redacted]

customer requested to have tank picked up no longer a customer.  We are picking up tank today.

Sent: Wednesday, July 01, 2015 12:30 PM To: [redacted] Subject:   [redacted] Manager Marketplace Operations Revdex.com   Complaint #[redacted] This is in response to Mr [redacted] complaint 1st off Hocon Gas has no customer with the name [redacted] however we do have a...

customer named [redacted] at [redacted] in [redacted] . On 8/26/14 [redacted] signed a Residential Supply Agreement with Hocon Gas at that time Hocon gave her two options 18 months or 24 months at a price per gallon of $2.37 She chose the 18month . At that time [redacted] signed all the paperwork and initialed all 3 spots on the back of the agreement with all the terms of the agreement .On 9/3/14 Hocon did a safety ck on her system and filled both tanks . On 2/18/15 [redacted] called and said to pick up your thank that he had some other gas Co come in to supply there propane needs at that time [redacted] was told of the liquidated damages that were signed by [redacted] . Do to all the snow we were able to pick up our tanks on 4/8/15 both tanks were empty and our regulator was missing we billed [redacted] for the remainder of her agreement and a regulator .   [redacted] General Manager Hocon Gas, Inc. [redacted]

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

Complaint: [redacted]
I am rejecting this response because:I believe a company that claims they r there for their customers ignore them & overcharge them.. this has been 2 delivery’s in a row .. the first one they settled it.. this time they have ignored the situation!!I would love to know what they actually pay per gallon & [redacted] 93 cents more for every gallon above the average.. that to me is not a company that cares about the customer!! We get poorer as they fill their [redacted] pockets!!!!!
Sincerely,[redacted]

[redacted]
I am rejecting this response because:
Sincerely,
[redacted]We never received a letter stating that we were being switched to minimum usage and that we wouldn't get charged an equipment rental fee any longer.  They should send out a letter with a form to sign to agree or not and cancel if dissatisfied with the service or plan.  I was never given that option.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I just want for the next...

person to have to go thru this, when things could be handled in a more professional manner. With the customer well being first priority and protocol being secondary. This situation could have been worse luckily I had the time to leave work and physically go there to address it, or we could have been without heat or worse frozen pipes. Customer service should be every business first priority! Without the consumer you don't exist. Be a better company and have more integrity! 
Sincerely,
[redacted]

We have checked in to the complaint from Mrs [redacted] her account was on a minimum usage contract  [9gallons per year ] we are adjusting her account to have a $0 ballance   Richie O[redacted] General Manager Hocon Gas, Inc. Waterbury, CT Phone: ###-###-#### Fax: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1 [redacted] and find that this resolution is satisfactory to me. The propane tank was picked up 2/14/17.
Sincerely,
[redacted]

[redacted] Sent: Tuesday, October 18, 2016 10:47 AM To: [redacted] Cc[redacted] Subject: FW: Scan from Waterbury Scanner   [redacted] Complaint and Inquiry Consultant Revdex.com   This is in response to complaint #1[redacted]...

under the name of [redacted] [redacted] started as a customer in 2006 for his cooking stove at that time he signed a residential application {see attachment } Line 15 states  Minimum gallon usage, On October of 2015 he was sent a letter stating his account was being put into minimum status do to little low usage as of January 2016 at that time all leases for the equipment stop and his account will delivered up to 30 gallons of propane per year at no charge if I can be of further help please feel free to contact me thank you [redacted] General Manager Hocon Gas, Inc. Waterbury, CT Phone: 203-754-7601 Fax: 203-753-1519

It honestly sound like you have a lot of other issues that are upsetting you in your world. I can work with rational thoughts but I cant help you with rhetoric. I gave you an honest and best answer and you have rejected this. I cant help you any further. Tell us why here...

tanks are going to be picked up tomorrow.  Customer has been called and also e-mailed that tanks are being picked up tomorrow.

It is actually a very normal time frame. First you have winter and we had extremely cold weather. Picking up tanks is not, while we know you are waiting and sorry for that, a first line priority in extreme weather that we experienced. We ran delivery trucks with service technicians to stay ahead of...

demand. We will make sure to expedite your payment back to you.

We explain our charges up front on all service calls. In an effort to reach agreement we will credit the $150.00.