Country Comfort, Inc

------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Mon, Dec 1, at 4:PMSubject: Fwd: ***To: *** *** ---------- Forwarded message ----------From: *** *** Date: Mon, Dec 1, at 1:PMSubject: ***To: [email protected] filed a complaint and checked paid in full when filingI filed the complaint the same day we mailed the checkTwo days later Country Comfort called saying we needed to send a new check because the one they recieved was damaged in the mailWe told them to send the damaged check back with a properly dated bill (so no late charges are added) and we will send a new checkAt this time we are still waiting on the damaged check and new bill.If you would like to call me my cell is ###-###-####.Thank you, *** **

May 21, I have attached warranties for the customer's stove
The parts were under warranty The labor was not covered under warranty
Charges were fully explained to the customer

November 26, 2014Country Comfort is an authorized dealer for ***, as the manufacture, warranties it products as outlined in the owner’s manualThe customer called in on 11/3/with complaints that her auger would not turn and a service call was scheduled on
11/4/The service technician worked on the stove for hr and minutesDuring the service call the control box was removed, reseated and the stove operated as expectedIn years of servicing this model we have not had a control box become unseated with operationTroubleshooting the unit took longer than average as the service technician would not have targeted the control box initially as the stove had several months of successful operation prior to the service call.The charge for the service call was communicated, but the understanding of the agreement was not confirmedWhen the customer called to dispute the invoice Country Comfort attempted to explain the difference between a manufactures warranty and Country Comfort, as a dealer, offering service*** approved a $labor warranty, and it was applied to the invoice.Country Comfort still has a reasonable expectation to be paid for a service callWhen the customer called, we scheduled an appointment within hours during the busiest time of the yearWe had a service technician on site for hour and minutes and do not up-charge for mileage or time spent in transitExpecting the dealer to perform service calls for free is unrealistic and we would quickly be out of businessUnfortunately, the customer was confused by the manufactures warranty and expected the service for freeWhile the details of the service call fee were clearly misinterpreted it was not communicated that the service call would be free.Sincerely,Jerome JGeneral Manager

-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Tue, Jan 13, at 9:AMSubject: Fwd: complaint #***To: *** ***
---------- Forwarded message ----------From: *** *** Date: Mon, Jan 12, at 7:PMSubject: complaint #***To: "[email protected]"
Here's the second half of the Pellet stove warranty. I didn't see any other warranty information in the owner's manual.
Thank you,
*** **
***
***

December 9, 2014
Country Comfort did request a new check for the service call on 11/4/14. The original check was damaged in the mail. The damaged check and invoice were mailed back to the customer and no late fee, or additional charges were added.
As outlined in the previous letter dated 11/26/14, Country Comfort did honor the manufactures labor warranty and subtracted $55 from the invoice that was allocated by [redacted]. The charge for the service call was misinterpreted but we still assume a reasonable expectation to be paid for the service technician on site for 1 hour and 45 minutes.
As the service technician explained, he doesn’t know how the control box became unseated. We agree, and cannot offer a better explanation. We have not seen control boxes that become unseated with normal stove operations.
Sincerely,Jerome J
General Manager

December 9, 2014Country Comfort did request a new check for the service call on 11/4/14. The original check was damaged in the mail. The damaged check and invoice were mailed back to the customer and no late fee, or additional charges were added.As outlined in the previous letter dated 11/26/14, Country Comfort did honor the manufactures labor warranty and subtracted $55 from the invoice that was allocated by [redacted]. The charge for the service call was misinterpreted but we still assume a reasonable expectation to be paid for the service technician on site for 1 hour and 45 minutes.As the service technician explained, he doesn’t know how the control box became unseated. We agree, and cannot offer a better explanation. We have not seen control boxes that become unseated with normal stove operations.Sincerely,Jerome JGeneral Manager

February 25, 2014
This letter is response to the complaint filed by [redacted].We understand the concern of the Customer due to the charges incurred for Services Rendered by Country Comfort. The Service Calls by Country Comfort were necessary to troubleshoot/repair the Customers...

Issues at her request. Upon the Service Calls, other installation issues were found and repaired at no extra charge. Warranties were filed and certain labor and parts were covered, even though they were out of the warranty allowances. The Customer advised Country Comfort of her unhappiness with the Invoices for our Service Calls. Country Cornfort then extended the offer of a reduction & no charge for certain Service Calls. After conversations with the customer, our offer did not suit her and she felt that she should pay nothing.  Customer then paid the reduced invoices and advised Country Comfort that she would report to the Revdex.com.Country Comfort Has tried on multiple occasions, through phone conversations, amead any issues that the Customer advised us of.Thank you for the opportunity to address the above listed issue.

November 26, 2014Country Comfort is an authorized dealer for [redacted], as the manufacture, warranties it products as outlined in the owner’s manual. The customer called in on 11/3/14 with complaints that her auger would not turn and a service call was scheduled on  ...

          11/4/14. The service technician worked on the stove for 1 hr and 45 minutes. During the service call the control box was removed, reseated and the stove operated as expected. In 15 years of servicing this model we have not had a control box become unseated with normal operation. Troubleshooting the unit took longer than average as the service technician would not have targeted the control box initially as the stove had several months of successful operation prior to the service call.The charge for the service call was communicated, but the understanding of the agreement was not confirmed. When the customer called to dispute the invoice Country Comfort attempted to explain the difference between a manufactures warranty and Country Comfort, as a dealer, offering service. [redacted] approved a $55 labor warranty, and it was applied to the invoice.
Country Comfort still has a reasonable expectation to be paid for a service call. When the customer called, we scheduled an appointment within 24 hours during the busiest time of the year. We had a service technician on site for 1 hour and 45 minutes and do not up-charge for mileage or time spent in transit. Expecting the dealer to perform service calls for free is unrealistic and we would quickly be out of business. Unfortunately, the customer was confused by the manufactures warranty and expected the service for free.
While the details of the service call fee were clearly misinterpreted it was not communicated that the service call would be free.Sincerely,
Jerome JGeneral Manager

-------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Jan 13, 2015 at 9:55 AMSubject: Fwd: complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Jan 12, 2015 at 7:34 PMSubject: complaint #[redacted]To: "[email protected]" <[email protected]>Here's the second half of the Pellet stove warranty.  I didn't see any other warranty information in the owner's manual. Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Tue, May 6, 2014 at 12:18 PM
Subject: Response to Complaint #[redacted]
To: [email protected]
Hello,
 
I’m responding a business response that I didn’t receive on 3/4/14. I spoke to [redacted] on 5/2/14 and she resent the business response email to me again. I was told to respond by email so the complaint could be reopened. Attached is the business response.
 
I’m disagreeing with their response on:.
 
10/29/13 -When I called Country Comfort, I stated I was hearing the SAME noise I heard when the blower went bad the first time. They said they would need to send a technician to verify the noise and if it was the blower it would be replaced. They NEVER stated there would be a fee for a part under warranty. When the technician agreed it was the blower, again, there was no mention of a service fee for troubleshooting a part under warranty. He only stated he would submit to have it replaced.
 
Thank you,
 
[redacted]
Regional Account Manager
###-###-####
###-###-#### Cell
[redacted]

Review: I was charged a bill for a return service call to fix a faulty part that was installed by Country Comfort and was covered under warranty. When I questioned the bill I was told they would give me a credit for the amount the manufacturer had reimbursed them for installation costs, but it didn’t cover their rate so I was responsible to cover the balance.

I had a blower replaced on my pellet stove in April 2013. I ran the stove 2x after the repair without and issue, then turned off for the summer months. When I started to use the stove again in Oct 2013 I noticed the same knocking noise if heard prior to the part being replaced. I called Country Comfort and told them i'm hearing the same noise an I believed the blower was faulty again. Country Comfort said they would need to send a tech to verify. The tech was at my house for a half hour and verified it was the blower and they would order another one and schedule a return visit to install.

About a week later I received a bill for $164.50. I called and spoke to [redacted] who stated she will look into the bill since it was part that was covered under warrenty and be in touch. She never called back. After the part was replaced I received a bill in the mail showing a $0 balance.

On 1/8/14 I received a call from Shari stating I had a bill due for $164.50. I explained I received the bill showing $0. she said that was for the part only and I was still responsible for the "trouble shooting". I told her I stated on the phone that it was the same noise and I thought it was the blower, it was Country Comforts decision to send a tech to verify. When the tech verified it was the same part they replaced, I should not be responsible for labor costs. She said she would have Morgan call me back to discuss

1/8/14 - Morgan called back, explained same situation, he said he'd reduce the bill to $95 but cant authorized any less. He said he would have the owner [redacted] call.

1/8/14 - [redacted] the office manager called back, explained same situation. She stated the manufacturer reimbursed them $69.50 to cover labor to replace the faulty part that was covered under warrenty. However, I still needed to pay the balance to cover their rate. I requested to talk to [redacted] again.

1/9/14 - [redacted] called back stated balance still due, [redacted] is too busy to return customer calls, I had a choice to pay the balance or she would submit to collections in 3 weeks.

1/9/14 - I emailed [redacted] direct but received no response.

1/13/14 - I called office spoke to Morgan advised will pay bill to avoid showing on my credit, but would be filing a claim. he said he would have [redacted] call back. She didnt call back.

1/16/14 - called office number 3x during business hours and phone was busy.

1/20/14- Called and spoke with [redacted], she stated still responsible for balance, paid balance of $100.70 on credit card.Desired Settlement: Full refund of $100.70

Business

Response:

February 25, 2014This letter is response to the complaint filed by [redacted].We understand the concern of the Customer due to the charges incurred for Services Rendered by Country Comfort. The Service Calls by Country Comfort were necessary to troubleshoot/repair the Customers Issues at her request. Upon the Service Calls, other installation issues were found and repaired at no extra charge. Warranties were filed and certain labor and parts were covered, even though they were out of the warranty allowances. The Customer advised Country Comfort of her unhappiness with the Invoices for our Service Calls. Country Cornfort then extended the offer of a reduction & no charge for certain Service Calls. After conversations with the customer, our offer did not suit her and she felt that she should pay nothing. Customer then paid the reduced invoices and advised Country Comfort that she would report to the Revdex.com.Country Comfort Has tried on multiple occasions, through phone conversations, amead any issues that the Customer advised us of.Thank you for the opportunity to address the above listed issue.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, May 6, 2014 at 12:18 PM

Subject: Response to Complaint #[redacted]

To: [email protected]

Hello,

I’m responding a business response that I didn’t receive on 3/4/14. I spoke to [redacted] on 5/2/14 and she resent the business response email to me again. I was told to respond by email so the complaint could be reopened. Attached is the business response.

I’m disagreeing with their response on:.

10/29/13 -When I called Country Comfort, I stated I was hearing the SAME noise I heard when the blower went bad the first time. They said they would need to send a technician to verify the noise and if it was the blower it would be replaced. They NEVER stated there would be a fee for a part under warranty. When the technician agreed it was the blower, again, there was no mention of a service fee for troubleshooting a part under warranty. He only stated he would submit to have it replaced.

Thank you,

Regional Account Manager

###-###-####

###-###-#### Cell

Business

Response:

May 21, 2014I have attached warranties for the customer's stove. The parts were under warranty. The labor was not covered under warranty. Charges were fully explained to the customer.