Doctor Soot Chimney and Masonry Restoration

Review: Purchased a Vista Classic Pacific Engery wood stove from Dr. [redacted] three years ago. Noticed cracks in firebox and baffle. He came out to inspect for a fee and told us it was scrap and could not be used. We then contacted Pacific ENgery directly because the stove has lifetime warranty and is only three years old. Pacific Engery directed us to BAS(wholesaler who sold the stove to Dr. [redacted]) we have spoken to three different employees there. One was suppose to start the warranty process once I submitted the photos which was on August **. I never heard back from him and was redirected to the second person who told us it could be fixed for a price but when we stated it was under warranty he stopped speaking to us. The owner [redacted], told me to deal with Dr. [redacted], that he sold us the stove and he needs to honor the warranty of the product. Now, after months of trying to get this issue resolved, no one will return our phone calls, Dr. [redacted] wont help us, Pacific Energy & BAC sales will not call us back. We are entering the heating season and need to have this stove repairDesired Settlement: We would like a replacement stove or our money back. We do not want this stove repaired since Dr. [redacted] told us it was scrap and can not be fixed. I do not want to take the chance of trying to repair something that will burn my house down or hurt my family.

Business

Response:

TO WHOM IT MAY CONCERN,

THIS IS IN RESPONSE TO COMPLAINT # [redacted].

GOING BACK IN OUR RECORDS IT SHOWS THAT MR. & MRS. [redacted] BOUGHT THE STOVE AS A CASH AND CARRY FROM US ON 1/**/2010. THEY INSTALLED THE STOVE THEMSELVES AS FAR AS WE KNOW.

THE FIRST CONTACT WE HAD WITH THEM SINCE THEN WAS WITH MR. [redacted] ON 6/**/13 WHEN HE CALLED TO LET ME KNOW THAT HE NEEDED A WARRANTY PUT IN FOR A BAFFLE PLATE. HE STATED THAT HE TALKED TO THE MANUFACTURE PACIFIC ENERGY DIRECTLY AND THEY REFERRED HIM TO THE DISTRIBUTOR IN THE AREA WHICH IS BAC SALES. HE TALKED TO BAC AND THEY REFERRED HIM TO US AS YOU HAVE TO DO ANY WARRANTEES OR ORDERS THROUGH AN AUTHORIZED DEALER NOT THE DISTRIBUTOR. OUR NORMAL PROCEDURE WOULD BE TO GO OUT TO A CUSTOMERS HOME TO DO AN INSPECTION TO SEND IN A WARRANTY CLAIM. BUT BECAUSE HE HAD TALKED TO BOTH BAC AND PACIFIC ENERGY I TOLD HIM I WOULD JUST PUT IN THE CLAIM FOR HIM SO HE WOULD NOT HAVE TO PAY FOR A SERVICE FEE FOR US TO COME OUT. HE WAS APPRECIATIVE THAT I DID THAT FOR HIM. I RECEIVED THE BAFFLE PLATE ON 6/**/13 FROM BAC. I CALLED MR. [redacted] TO LET HIM KNOW WE RECEIVED IT AND LEFT HIM A MESSAGE. HE CALLED ME BACK TO LET ME KNOW THAT HE HAD ANOTHER PROBLEM. THAT THERE IS A CRACK IN THE STOVE JUST ABOVE THE DOOR INSIDE. I EXPLAINED TO HIM THAT I DID HIM A FAVOR PUTTING IN THE WARRANTY ON THE BAFFLE PLATE. BUT IN ORDER TO PUT IN ANY OTHER WARRANTIES WE WOULD NEED TO COME OUT AND DO AN INSPECTION AND THAT THERE IS A $75.00 PLUS TAX CHARGE FOR US TO COME OUT. HE MADE AN APPOINTMENT FOR 7/**/13 FOR OUR HEAD TECHNICIAN TO GO OUT AND DO AN INSPECTION.

RESULTS OF THAT INSPECTION WERE:

DURING OUR INSPECTION OF THE PACIFIC ENERGY VISTA CLASSIC FREE STANDING STOVE LOCATED IN THE BASEMENT THAT THE CUSTOMER INSTALLED HIMSELF OUR HEAD TECHNICIAN NOTED THAT THE STOVE WAS OVER FIRED CAUSING A HEAVY BUILD UP OF CRESOTE. AT THAT TIME HE PROCEEDED TO PERFORM A THOROUGH INSPECTION ON THE VENTING SYSTEM AS WELL AS THE UNIT ITSELF.OUR TECHNICIAN NOTED THAT THE BAFFLE PLATE WAS DAMAGED AND BURNT OUT. WHILE INSPECTING THE UNIT ITSELF HE NOTICED THAT THE COMBUSTION AIR FILTER ON THE BACK OF THE STOVE WAS NOT POPPED OUT AT THE TIME OF INSTALLATION AS STATED IN THE INSTALLATION MANUAL; PREVENTING ROOM AIR FROM CIRCULATING INSIDE OF THE STOVE HAVING A DIRECT EFFECT ON THE STOVE CAUSING THE STOVE TO OVERHEAT AND THE STEEL TO WARP AND CRACK AS WELL AS THE BAFFLE PLATE TO BURN OUT. THERE IS A HORIZONTAL CRACK RUNNING THROUGH THE INNER FRAMEWORK LOCATED UP INSIDE JUST ABOVE THE DOOR.

OUR TECHNICIANS DID BRING THE NEW BAFFLE PLATE WITH THEM TO INSTALL. BUT MY HEAD TECHNICIAN IN ALL GOOD CONSCIENCE COULD NOT INSTALL IT BECAUSE HE WAS AFRAID THAT IF HE DID THEY WOULD BURN THE STOVE ANYWAY AND PUT THERE HOME AND FAMILY IN DANGER. HE FELT THIS WAY BECAUSE OF THE WAY THEY BURNED THE STOVE. HE EXPLAINED TO MRS. [redacted] WHO WAS THERE THE DAY HE WENT TO THE HOME AND MR. [redacted] ON THE PHONE FROM THE HOUSE THAT DAY, THAT BECAUSE HE DID NOT INSTALL THE STOVE PROPERLY PER THE MANUFACTURES INSTALLATION MANUAL THAT THE DAMAGES WERE CAUSED BY THEM. AND THAT THE WARRANTY IS VOIDED. WE DO HAVE PICTURES THAT WERE TAKEN OF THE BAFFLE PLATE WHICH I AM INCLUDING TO YOU AS AN ATTACHMENT.

I ALSO SPOKE TO MR. [redacted] AFTER OUR TECHNICIANS WERE OUT TO HIS HOME. I EXPLAINED TO HIM THAT AFTER REVIEWING MY TECHNICIANS INSPECTION REPORT THAT HE DID INDEED OVERFIRE THE STOVE BECAUSE HE DID NOT INSTALL IT PROPERLY WHICH WAS THE REASON THAT CRACKS AND BURNING OUT HAPPENED. AS SUCH IT COULD NOT BE COVERED UNDER WARRANTY. HE SAID HE UNDERSTOOD AT THE TIME THAT IT WAS ACTUALLY HUMAN ERROR AND THAT HIS WIFE WAS GOING TO BE VERY UPSET.

MY NEXT CALL WAS FROM MRS. [redacted] VERY UPSET THAT THE STOVE WOULD NOT BE REPAIRED UNDER WARRANTY. SHE SAID WHAT AM I SUPPOSED TO DO WITH IT NOW. WE ARE NOT GOING TO HAVE ANY HEAT. I EXPLAINED TO HER THAT I EXPLAINED TO MR. [redacted] THAT BECAUSE THE STOVE WAS NOT INSTALLED PROPERLY THAT THE STOVE WAS OVERHEATED TO THE POINT THAT THE DAMAGE OCCURED AND THAT I WAS VERY SORRY BUT THAT IT COULD NOT BE COVERED UNDER WARRANTY.

THE NEXT CALL WE RECIVED WAS FROM BAC SALES TO LET ME KNOW THAT MR. & MRS. [redacted] HAD CALLED THEM AGAIN COMPLAINING THAT WE TOLD THEM THAT THE STOVE COULD NOT BE COVERED UNDER WARRANTY AND THAT THEY WERE TRYING TO COME UP WITH A SOLUTION FOR THEM.

I THEN RECEIVED A CALL FROM [redacted] AT BAC THAT AFTER GOING BACK AND FORTH WITH MR. & MRS. [redacted] THAT THEY WERE GOING TO SEND THEM A NEW BAFFLE PLATE, SIDE RAIL AND CROSS BAR DIRECTLY TO THEIR HOUSE. AND THAT IF THEY WANTED US (DOCTOR SOOT CHIMNEY SERVICE) TO COME OUT AND INSTALL THE PARTS THAT THEY WOULD HAVE TO PAY FOR THE INSTALLATION AS THEY WOULD NOT COVER LABOR COSTS. BUT THAT THEY WOULD REIMBURSH THEM $125 FOR A WELDER TO WELD THE PLATE IN FOR THEM.

WE HAVE NEVER RECEIVED A CALL FROM MR. & MRS. [redacted] SINCE I SPOKE TO HER LAST WHEN SHE CALLED ME.

THE WARRANTY CAN BE FOUND ON PACIFIC ENERGY'S WEBSITE BUT I HAVE ALSO INCLUDED A COPY FOR YOU AS AN ATTACHMENT.

I UNDERSTAND THAT THEY ARE UPSET WE DID EVERYTHING WE COULD FOR THEM. BUT OF COURSE IT WAS NOT THE ANSWERS THEY WANTED. THEY OVERFIRED THEIR STOVE AND CAUSED DAMAGE AND ARE UPSET BUT IT WAS THEIR ERROR THAT CAUSED THE DAMAGE. IF THEY HAD A PROFESSIONAL INSTALL THE STOVE OR IF THEY HAD READ THE INSTALLATION MANUAL AND INSTALLED THE STOVE CORRECTLY THEY WOULD HAVE NEVER HAD A PROBLEM.

SINCERLY,

DOCTOR SOOT CHIMNEY SERVICE

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I began this complaint with the idea that Revdex.com would take action against this business instead it is a word war with the business. I have no further need to deal with these people. I have resolved my own problem with Pacific Energy and YES I REPEATEDLY called them and BAC to get that resolution. It is not any of Dr. [redacted]s concern who I call, unless he was worried about something. [redacted] at BAC told me that he was going to see to it that he was no longer a dealer of Pacific Energy stoves when I told him the story.

Dr. [redacted] was not a good business, that is my opinion. I know he lied to my face and in his letters here and if he was at all a desent person when he sold us the stove the 4 inch plugout would have been mentioned, if it were so important and he was so concerned about our families safety. LOL!!!!! Just another unhappy consumer like all of his reviews read.

No need to respond, I am done with you. I resolved my own issue and will make sure that all my friends, family and co workers know not to do business with you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,