Webco Distributing Company [redacted] Revdex.com Corporate Office [redacted] ***Austin, TX ***Fax: [redacted] 9/21/17Dear Ms [redacted] ,This is in response to your letter we received on 9/15/regarding Revdex.com Complaint ID : [redacted] .We regret that the customer has had a difficult experience with the fireplaces that we installed in good faithWe do our best to carry and install quality fireplaces because that make good business sense - we want our customers to be satisfied with the product and it would be counterproductive to sell fireplaces that request constant maintenance since we install several hundred fireplaces a yearWe honor the manufacturer's one year warranty on the products we sellFor this consumer we have already extended the warranty months beyond its expiration date of 12/2016, since this particular case in unusualWE have been in contact with the manufacturer on behalf of the customer to find a resolutionThe manufacturer sent a new and improved component that was installed on 9/11/at no charge to the customerAfter installation the units were working according to manufacturer's standards.Sincerely,Webco Distributing Company
12/31/2015To Whom It May Concern,This is in response to a complaint submitted by an unhappy customer.The system ordered by the customer does look like the picture on Majestic's websiteWe can'tbe sure what system he actually viewed on their websiteThe system is installed in two phases,but still remains one systemMajestic does not offer any other logs or burner to go with thatparticular systemThe customer was told this several times, but refused to hear thatHe neverasks to return the whole systemIf that had been the case, we would have gladly given him afull refundHe simply removed the burner from the system and returned it along with the logs,but kept the box, expecting to receive a refundThe burner and logs are useless by themselves.We explained to him and are quite concerned for his safety, the safety of his home, or futurehome owners, now that the burner and logs have been removed; the system is no longer UL &AGA approved, and a potential fire hazard if he has had burner and logs not approved for thatsystem installed.We would have been happy to install a different set of gas logs if that option had beenavailable, unfortunately no other log options are available through Majestic with the system heorderedIn essence it's like someone ordering a Ford pickup, but wanting Toyota seats installedin itWhen Ford refuses he removes the seats himself and finds someone to install Toyotaseats, taking the seats back to the Ford dealership expecting a refund.We strive to please our customers; unfortunately there are certain guidelines we have to followfor safety reasons, making it impossible to please everyone all the time.Sincerely, [redacted] ***Office Manager
Webco Distributing Company [redacted] Revdex.com Corporate Office [redacted] ***Austin, TX ***Fax: [redacted] 9/21/17Dear Ms [redacted] ,This is in response to your letter we received on 9/15/regarding Revdex.com Complaint ID : [redacted] .We regret that the customer has had a difficult experience with the fireplaces that we installed in good faithWe do our best to carry and install quality fireplaces because that make good business sense - we want our customers to be satisfied with the product and it would be counterproductive to sell fireplaces that request constant maintenance since we install several hundred fireplaces a yearWe honor the manufacturer's one year warranty on the products we sellFor this consumer we have already extended the warranty months beyond its expiration date of 12/2016, since this particular case in unusualWE have been in contact with the manufacturer on behalf of the customer to find a resolutionThe manufacturer sent a new and improved component that was installed on 9/11/at no charge to the customerAfter installation the units were working according to manufacturer's standards.Sincerely,Webco Distributing Company
12/31/2015To Whom It May Concern,This is in response to a complaint submitted by an unhappy customer.The system ordered by the customer does look like the picture on Majestic's websiteWe can'tbe sure what system he actually viewed on their websiteThe system is installed in two phases,but still remains one systemMajestic does not offer any other logs or burner to go with thatparticular systemThe customer was told this several times, but refused to hear thatHe neverasks to return the whole systemIf that had been the case, we would have gladly given him afull refundHe simply removed the burner from the system and returned it along with the logs,but kept the box, expecting to receive a refundThe burner and logs are useless by themselves.We explained to him and are quite concerned for his safety, the safety of his home, or futurehome owners, now that the burner and logs have been removed; the system is no longer UL &AGA approved, and a potential fire hazard if he has had burner and logs not approved for thatsystem installed.We would have been happy to install a different set of gas logs if that option had beenavailable, unfortunately no other log options are available through Majestic with the system heorderedIn essence it's like someone ordering a Ford pickup, but wanting Toyota seats installedin itWhen Ford refuses he removes the seats himself and finds someone to install Toyotaseats, taking the seats back to the Ford dealership expecting a refund.We strive to please our customers; unfortunately there are certain guidelines we have to followfor safety reasons, making it impossible to please everyone all the time.Sincerely, [redacted] ***Office Manager