Bryan's Post Frame Construction, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
1) I was never told that the 3L Unit was out of stock, until AFTER I contacted Moda Flame when they shipped me the 1.5L burner in errorWhy would ModaFlame ship an item that is inferior and not satisfy a "like for like" replacement and not inform me of my choices or options prior to sending out the inferior unit? 2) I was never ever offered any other product (more expensive or not). That is a blatant lie! 3) They only offered me a refund after the Revdex.com complaint was filed, and the news media was contacted.4) They have never acknowledged their refusal to answer their phones, (I called times today, no answer) answer the door at their business premises, or refusal to return the countless voice mails that were left for them.5) This is now the first time that I've been told that the unit that I should have will be in stock in March, (again only AFTER the Revdex.com complaint was filed and news media contacted..) Moda flame had 21+ days to tell me this, and only after they get negative press, do they become quasi-responsive and forthcoming, yet continue to dodge the questions being asked.6) Moda Flame wrongfully and deceptively accused me of "getting it wet" fully knowing that the product was brand new and never removed from the box(Again, another technique to defer their legal obligation to stand behind their warranty)7) I'm not interested in a refund, what I am interested in is a warranty replacement of the unit that I purchased, and ModaFlame being compelled to uphold their product warranty.8) Calling me "extremely difficult"? Really? Who's the difficult one, not answering their phones, ignoring emails, and getting HUNDREDS of complaints from other disgruntled employees. You are a product manufacturer, you have a legal responsibility to upload your product warranty and provide timely customer service. ModaFlame has grossly failed at this. Thusly the only recourse a consumer has is to file complaints with the Revdex.com, and the Federal Trade Comission to have them investigate your deceptive and shady business practices. 9) A class action law firm has contacted me after seeing the news broadcast and is interested to speak with all the other consumers the Revdex.com is interacting with as to begin legal proceedings against ModaFlameI will be serving as the class action representative for the lawsuit
Until which time as I am properly satisfied with the 3L replacement unit that I am legally entitled to, I will continue to use any and all avenues necessary to inform the
public, and ModaFlame's retailers and dealers, of this company's deceptive and illegal business practices, and encourage them to look to a different reputable and honest vendor
Regards,
*** ***

Thank you for providing us this informationThis transaction was sent to the accounting department for a full refund as the customer advised he did not want to wait for the item on back order to arrive. Thank you,*** **Sales/Support Department

Thank you for providing that informationUpon speaking with the customer when she had called us to complain about the company *** Connection/*** (where she purchased the unit from) we specifically told her to contact *** connection/*** and ask to have the unit picked up and issue a full refundWe then stated we would be able to reorder the item for her once the return was resolved with the retailer of the productShe never physically returned the item and claimed they did not let herWe then told her to file a credit card dispute with paypal(the form of payment she used) when purchasing the unitShe also claimed they did not let herWhen an item is purchased through a retailer or site such as ***, the customer must go through the seller of the product to return the product or contact them if a replacement part/issue is needed or needs to be resolvedWe cannot replace orders or parts if the item was not bought direct from usWe have many retailers of the units and all handle replacements/damaged item repairs through their own companiesThis item is not a warranty issue and is a damaged unit upon arrival and must be handled with the seller of the productWe have gone out of our way to assist the customer in all that we canI would suggest to have her file a credit card dispute with appliance connection for the product since they are unwilling to help her in receiving a refund

Thank you for providing that informationAfter reviewing this order
directly with ***, the customer was not only refunded in full in
February, he did not pay the $for the item as he claimsPlease
see the attached images as proof so that the case can finally be put to
rest

Thank you for providing us with the Customers responseWe have offered a Full Refund and to have him even keep the item itselfWe are completely sold out of the specific unit until the end of MarchWe would be willing to send him that product as soon as it arrives with free expedited shipping however, we cannot offer a product that we are completely sold out ofWe have been more than helpful going back and forth with the customer to try and resolve the situationOffering him a full refund and even to keep the itemHe has been extremely difficult. A direct quote from the customer: "I've hope you've enjoyed playing your little "games" with menow it'smy turn."We have never played any game with the customer and have gone out of our way to ensure he is satisfied including an immediate return and offering the item expedited as soon as it arrivesWe have sold hundreds of this specific unit and this is the first unit we have ever seen with that distinct markingWe would LOVE to send a replacement if we had it or even send a different unit for him to tryI have even offered the customer a similar item that may be more expensive and he declinedI hope you understand we have offered money, exchange, every option possible and as the above statement clearly says its his turn to play games and be difficultWe would love to just come to a simple resolutionThere are also around other companies who sell the same if not similar product and we would love to give the customer a full refund and have an opportunity to purchase the item from a company who maybe has this item in stock for immediate delivery. Please let us know if there is any information you need and we would be more than happy to provide all information

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not
resolve my complaint.
As of February 17, my bank indicates no record of a refund from this company Could you please provide me with information about when the company claims to have refunded my purchase price?
Regards,
*** ***

*** *** complaint ending in ***I had responded to the customer personally this morningHe stated he received a "used" product which is completely impossible as we do not sell refurbished products from our facility to a customer paying regular price for an itemThe item did not look used in
the picture provided however, did have a small rust spot on the item (as if he got the item wet)We did offer for him to keep that item and we will ship him a brand new unitWe offered to ship him the same exact unit he originally ordered however, it is on back order and not in stockI did then offer a FULL credit and for him to keep the original burner, which he declined and stated he wanted a product "overnighted" to himA product in which we do not have to do thatI have twice already offered him all of his money refunded back to his account and he has declined to answer back, This item was was specifically purchased through ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I heard from the business on February 24, we exchanged emails, and the ModaFlame representative indicated that the company would send me a personal check for the refund amount due
Thank you for your help,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
It is clear to see no one cares enough to be aware of the situation in this department before responding back and
did not bother to provide their nameVery unprofessionalPlease refer to all my former messages, the item did NOT arrive shatteredThere was absolutely no damage during the shipping processThe item arrived with the LED flame strip not working properly, producing only half a flame on one side of the fireplace, and the glass of the fireplace had white blemishes inside the actual glassI had informed informed both ***Connection and ModaFlameI would not waste my time filing an issue with the manufacture if the glass was shattered because that is obviously the fault of the shipping sourceThere would be no reason to take a silly shipping situation to the extent and attention of the Revdex.comPlease read or reread the messages overThe item arrived in-tact with defects on the glass and in the LED flame strip partThese are the exact pieces that needed to be shippedThis is why tracking numbers were provided to meThere were items that needed to be replacedPlease research the details of the case BEFORE responding back.
Regards,
*** ***

This issue has been resolved and the customer was issued to remaining credit. Thank you,*** *.Sales/Support DepartmentModaFlame.com

Complaint ending in *** customer name: *** *** complaint ID ending in ***This transaction has been resolved and upon investigation of the transaction, did see that the return/credit had been bounced back due to an expired credit card expiration date which was on file for the customer and which we had originally refunded the amount toWe did speak with the customer directly and resolved the situation with providing proof of the old credit and resolution