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 [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 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 [redacted] 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 [redacted] Administrator
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 [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 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 [redacted] 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 [redacted] Administrator