C R Gas Logs & Fireplaces, Inc.

Please note that the manufacturer brochure states clearly on page regarding technical data andsize contained in this brochure states; "Technical data & sizes contained in this brochure are forreference only."Please note Mr***'s contract agreement states customer agrees to review owner's
manual etc.Please note the owner's manual given to Mr*** at the time of installation states please note etc.Mr*** told me on the telephone after the installation when he discovered the 18" log didn't fit,He knowingly went ahead and burned the unit anyway.He disregarded the information above, he voided the contractI met with him regarding the issue andhe asked me if he could continue to burn in the unitI told him that is not my place to speak to hisrequest knowing full well there was an issue of the 18" log.The two inch difference in his log size was a clear indicator to look to the owner's manual and follow theinformation providedThis would have spoken to the 16" logNot doing so, he directly brought thissituation upon himself.When he irresponsibly burned the unit as I said he voided the contract, taking ownership of the woodinsertIt is no longer the new unit we providedWe provided written safeguards to protect thecustomer, manufacturer, and our company against this situation occurringHe ignored the safeguards.At the face to face meeting I said I would look into complaintI contacted our distributorwho in turn contacted the Osburn CompanyI later informed Mr*** on the phone their responseconcerning brochure with 16" typo the required reading of the owner's manual, along with the CR GasLogs & Fireplaces contractHis response to me was he impuned my Christian faith and called me a liar.In giving him the positions of the manufacturer, distributor and our company regarding our standing itwould have been an exercise in redundancy to call him back.If he had called our company before he burned the unit there was options, but not any longer.The $was a generous offer by the manufacturer but not required of them in anyway.Note he threatened us with the use of an attorneyThe reason I believe he has not pursued that coursehe knows full well that he has no legal standing and is not willing to take responsibility for hisgross irresponsibility in the matter.Please note this unit meets all the heating specifications as stated which is what he wanted and, it is thedesign he preferred after reviewing many styles.To my recollection I never claimed that the requirement to read the brochure was a "Parachute" as hestated in his Revdex.com's complaint.This is another disingenuous statement to try to make a case of which he has none.Sincerely,Thomas ** ***Administrator

We selected this locally owned business when we decided to replace our wood fireplace insertTom DePalma, the owner,either misrepresented the unit he sold us and/or installed the wrong unit The unit in question is the OSBURN All the information he provided supported the fact that the OSBURN has a inch log length which was one of our requirements, clearly stated to him, in our home when he came here to sell and measure, etcand the OSBURN brochure he provided clearly stated that inch length "max log length"
After the unit was installed by CR on 11/13/17, it was discovered that the "Max Log Length
was only inchesWe have made multiple attempts to reach Tom DePalma, he does not respond The last conversation we had on 12/7/17, he claimed that his "parachute" is the brochure he provided in the above referenced sales meeting, and refers to the language therein which says"technical data and sizes for reference only" and claims it is a manufacturer's misprint

Please note that the manufacturer brochure states clearly on page 27 regarding technical data andsize contained in this brochure states; "Technical data & sizes contained in this brochure are forreference only."Please note Mr. [redacted]'s contract agreement states customer agrees to review owner's...

manual etc.Please note the owner's manual given to Mr. [redacted] at the time of installation states please note etc.Mr. [redacted] told me on the telephone after the installation when he discovered the 18" log didn't fit,He knowingly went ahead and burned the unit anyway.He disregarded the information above, he voided the contract. I met with him regarding the issue andhe asked me if he could continue to burn in the unit. I told him that is not my place to speak to hisrequest knowing full well there was an issue of the 18" log.The two inch difference in his log size was a clear indicator to look to the owner's manual and follow theinformation provided. This would have spoken to the 16" log. Not doing so, he directly brought thissituation upon himself.When he irresponsibly burned the unit as I said he voided the contract, taking ownership of the woodinsert. It is no longer the new unit we provided. We provided written safeguards to protect thecustomer, manufacturer, and our company against this situation occurring. He ignored the safeguards.At the face to face meeting I said I would look into complaint. I contacted our distributorwho in turn contacted the Osburn Company. I later informed Mr. [redacted] on the phone their responseconcerning brochure with 16" typo the required reading of the owner's manual, along with the CR GasLogs & Fireplaces contract. His response to me was he impuned my Christian faith and called me a liar.In giving him the positions of the manufacturer, distributor and our company regarding our standing itwould have been an exercise in redundancy to call him back.If he had called our company before he burned the unit there was options, but not any longer.The $200.00 was a generous offer by the manufacturer but not required of them in anyway.Note he threatened us with the use of an attorney. The reason I believe he has not pursued that coursehe knows full well that he has no legal standing and is not willing to take responsibility for hisgross irresponsibility in the matter.Please note this unit meets all the heating specifications as stated which is what he wanted and, it is thedesign he preferred after reviewing many styles.To my recollection I never claimed that the requirement to read the brochure was a "Parachute" as hestated in his Revdex.com's complaint.This is another disingenuous statement to try to make a case of which he has none.Sincerely,Thomas [redacted]Administrator