Dancing Fire

Complaint: [redacted] I am rejecting this response because:The product ordered does not meet the quality described on the websiteThe product was damaged when received3.The response does not address any attempt to repair or correct the product defectsFor reference, I have attached a copy of the PDF initially sent to [redacted] (Attachment A)I sent my concerns to Jarvis on the day I received the product, to which he replied [redacted] was aware of the problems the day I received the productFor Reference, I have attached my email chain (Attachment B) showing due diligence to find an agreeable resolution to the product defectsThe product defaults listed as a concern are as follows: Poor welding technique Product arrived with paint missingLarge mismatched top boltPanels are not all sized/shaped the same (the screen doesn't fit together correctly)The metal door meshing material bends into itself when the panel door is open all the way (this will eventually fail and break the materials/welds)The mesh of one panel is flat and misshapedOf the above-listed items, I wish to repair the following: Panels are not all sized/shaped the same (Attachment C)The screen does not fit together correctly and sits awkwardly on the fire pitWhen I open the doors, I must readjust the screen each timeReadjusting the fireplace screen each time I load wood proves difficult with a hot screenThe metal door meshing material bends into itself when the panel door is open all the wayThe screen has failed and holds a permanent concaved curve inward severely affecting the aesthetics of the screen (Attachment E)The handles and hinges were attached using a MIG welder with poor welding technique (Attachment D)At this time I am willing to settle with repairing the three critical items listed aboveI have a local welder that is available to fix the productHe believes that it will take him two hoursHe charges $an hourWhile researching the local rate for a welder, this appears to be reasonable and consistent with the local marketI would like to repair the fireplace and have [redacted] credit the money once I submit a paid invoice showing him that the repairs are completed, the actual cost incurred, and by whom they were incurred byI believe this would be a fair resolutionI believe that [redacted] is confused about my intentionsI am not looking for a free fireplace screen, nor am I looking to return it for a full refundI do not have time for, or enjoy going through this processI want the fireplace screen I purchasedHowever, I want the fireplace screen that dancingfire.com and [redacted] describe as "unequaled craftsmanship" with a screen that is manufactured to "endure years of abuse." I am a level local "Google Guide" and as such, I do leave reviews on businesses and restaurants as it is my responsibility as a guide to do so, good or badI will note that 97.6% of my reviews are positive with four-star ratings or aboveIf you should require any additional documentation, please adviseRespectfully, [redacted]

[redacted] emailed saying he had an issue with our fire pit safety screensI asked HIM to call me but first send picturesHe sent pictures of the complaintI saw nothing wrong with his issuesWe have been manufacturing our screens for years and our design and quality is the best in the business We were the pioneers in this sort of manufacturingI know the product extremely well as I engineered and designed the productIt's flawlessHe never calledI just got an email stating this is what he wants me to do otherwise he's filing a dispute with the credit card people and you guys THE Revdex.comNo return phone call, just threatsHis complaints are so ridiculous but I needed a phone call to explain to him and he refusedThen one day we get a notice in the mail stating Visa did a charge back on my account on his behalf so they took $out of my checking accountIf I file a rebuttal and they accept it they will put my money backThe issue with this is the merchant always loosesAnd ***, the complainant knew thisThis is why he wouldn't return callsIt was his way or no way because he has VISA on his sideI'm sure this isn't the first time he's filed a charge back against a businessesReview the reviewerHe thrives on writing reviews and complainingGoogle himHe knows the routine and he knows how to use it to his advantageBut not this timeI wrote my rebuttal and VISA sided with me, the merchantThis is a rare response from VISAThe reason they ruled for the merchant because they saw right through him and his frivilous complaints and unwillingness to address the issues responsibly before utilizing the charge back clauseHe states in a google review that he lost the charge back because time passed and it was to late Not true, againVisa would have never started the charge back if that were the caseHe lost and got upset his charge back didn't work and that's why he's attacking us personely in reviewsHe doesn't address the issues because they are wrong and with out meritI tried to resolve this but if he's not going to listen and he only makes ultimatums then there's nothing I can do and Visa agreed.His complaint: The fire pit safety screen arrived with a scratch on it just like my web sited states it will and we suggest buying a special can of high heat paint for future maintence and any touch ups upon receiving the screenHe has to check a box in the check out process staing he is aware of this.We used improper welding technique assembling the screenThis is what astounds usWe use a technique called MIG weldingEvery car, trk, train and plane in the world is held together with MIG weldingThis complaint sets the background on this guys ability to judge qualityIf you don't know what your looking at how can you judge it unless your just being meanThe year old kid that made his fire pit screen using the weld has been doing it for yearsThat's right he started at years of ageHe knows how to weld and fabricate with the best in the trade.The screen door folds back and ONE DAY might failHad he called I'd told him how best to utilize the doorBut none the less there is no design issuesHe's again, complaining over nothingBut then again if he figured we used the wrong welding technique then after that I guess this should be his next complaintOur doors are made to be removed and replaced while in useWe have been making them this way for years with no failure but he thinks ONE DAY his might fall offWhat can you say to that?The screen is stretched tightHe's rightWe do this on purposeWhen the stainless steel mesh gets hot it expands into shapeIf the mesh wasn't tight it would look really bumpy after the first useAgain after years of making these screens we know our productIn fact most people say we have WAY over thought the manufacturing of these screensNever about our qualitySo if any of his complaints were something I could have fixed I'd been more then happy tooBut there was nothing to fixOne phone call could have answered all his questionsBut why try to resolve the issues with the merchant when you file a charge back with VISA, get a 100% refund from visa and get this HE GETS TO KEEP THE PRODUCT

[redacted] emailed saying he had an issue with our fire pit safety screens. I asked HIM to call me but first send pictures. He sent pictures of the complaint. I saw nothing wrong with his issues. We have been manufacturing our screens for 15 years and our design and quality is the best in the business....

We were the pioneers in this sort of manufacturing. I know the product extremely well as I engineered and  designed the product. It's flawlessHe never called. I just got an email stating this is what he wants me to do otherwise he's filing a dispute with the credit card people and you guys THE Revdex.com. No return phone call, just threats. His complaints are so ridiculous but I needed a phone call to explain to him and he refused. Then one day we get a notice in the mail stating Visa did a charge back on my account on his behalf so they took $500 out of my checking account. If I file a rebuttal and they accept it they will put my money back. The issue with this is the merchant always looses. And [redacted], the complainant knew this. This is why he wouldn't return calls. It was his way or no way because he has VISA on his side. I'm sure this isn't the first time he's filed a charge back against a businesses. Review the reviewer. He thrives on writing reviews and complaining. Google him. He knows the routine and he knows how to use it to his advantage. But not this time. I wrote my rebuttal and VISA sided with me, the merchant. This is a rare response  from VISA. The reason they ruled for the merchant because they saw right through him and his frivilous complaints and unwillingness to address the issues responsibly before utilizing the charge back clause. He states in a google review that he lost the charge back because time passed and it was to late.  Not true, again. Visa would have never started the charge back if that were the case. He lost and got upset his charge back didn't work and that's why he's attacking us personely in reviews. He doesn't address the issues because they are wrong and with out merit. I tried to resolve this but if he's not going to listen and he only makes ultimatums then there's nothing I can do and Visa agreed.His complaint: The fire pit safety screen arrived with a scratch on it just like my web sited states it will and we suggest buying a special can of high heat paint for future maintence and any touch ups upon receiving the screen. He has to check a box in the check out process staing he is aware of this.We used improper welding technique assembling the screen. This is what astounds us. We use a technique called MIG welding. Every car, trk, train and plane in the world is held together with MIG welding. This complaint sets the background on this guys ability to judge quality. If you don't know what your looking at how can you judge it unless your just being mean. The 25 year old kid that made his fire pit screen using the weld has been doing it for 15 years. That's right he started at 10 years of age. He knows how to weld and fabricate with the best in the trade.The screen door folds back and ONE DAY might fail. Had he called I'd told him how best to utilize the door. But none the less there is no design issues. He's again, complaining over nothing. But then again if he figured we used the wrong welding technique then after that I guess this should be his next complaint. Our doors are made to be removed and replaced while in use. We have been making them this way for 15 years with no failure but he thinks ONE DAY his might fall off. What can you say to that?The screen is stretched tight. He's right. We do this on purpose. When the stainless steel mesh gets hot it expands into shape. If the mesh wasn't tight it would look really bumpy after the first use. Again after 15 years of making these screens we know our product. In fact most people say we have WAY over thought the manufacturing of these screens. Never about our quality. So if any of his complaints were something I could have fixed I'd been more then happy too. But there was nothing to fix. One phone call could have answered all his questions. But why try to resolve the issues with the merchant when you file a charge back with VISA, get a 100% refund from visa and get this HE GETS TO KEEP THE PRODUCT.

Complaint: [redacted]I am rejecting this response because:1. The product ordered does not meet the quality described on the website. 2. The product was damaged when received. 3.The response does not address any attempt to repair or correct the product defects. For reference, I have attached a copy of the PDF initially sent to [redacted] (Attachment A). I sent my concerns to Jarvis on the day I received the product, to which he replied. [redacted] was aware of the problems the day I received the product. For Reference, I have attached my email chain (Attachment B) showing due diligence to find an agreeable resolution to the product defects. The product defaults listed as a concern are as follows: 1. Poor welding technique 2. Product arrived with paint missing3. Large mismatched top bolt4. Panels are not all sized/shaped the same (the screen doesn't fit together correctly)5. The metal door meshing material bends into itself when the panel door is open all the way  (this will eventually fail and break the materials/welds)6. The mesh of one panel is flat and misshapedOf the above-listed items, I wish to repair the following: 1. Panels are not all sized/shaped the same (Attachment C). The screen does not fit together correctly and sits awkwardly on the fire pit. When I open the doors, I must readjust the screen each time. Readjusting the fireplace screen each time I load wood proves difficult with a hot screen. 2. The metal door meshing material bends into itself when the panel door is open all the way. The screen has failed and holds a permanent concaved curve inward severely affecting the aesthetics of the screen (Attachment E). 3. The handles and hinges were attached using a MIG welder with poor welding technique (Attachment D). At this time I am willing to settle with repairing the three critical items listed above. I have a local welder that is available to fix the product. He believes that it will take him two hours. He charges $100 an hour. While researching the local rate for a welder, this appears to be reasonable and consistent with the local market. I would like to repair the fireplace and have [redacted] credit the money once I submit a paid invoice showing him that the repairs are completed, the actual cost incurred, and by whom they were incurred by. I believe this would be a fair resolution. I believe that [redacted] is confused about my intentions. I am not looking for a free fireplace screen, nor am I looking to return it for a full refund. I do not have time for, or enjoy going through this process. I want the fireplace screen I purchased. However, I want the fireplace screen that dancingfire.com and [redacted] describe as "unequaled craftsmanship" with a screen that is manufactured to "endure years of abuse." I am a level 4 local "Google Guide" and as such, I do leave reviews on businesses and restaurants as it is my responsibility as a guide to do so, good or bad. I will note that 97.6% of my reviews are positive with four-star ratings or above. If you should require any additional documentation, please advise. Respectfully,[redacted]