Dorothy Tester Sales, Inc

***Business Response/ID *** Issue: Non-Warranty Service Request from Customer. Attn: Revdex.com We at Dorothy Tester Sales, take pride in our Customer Service---before during and after the sale Sometimes there is a misunderstanding and we feel this is the case. This gas
insert was installed May 2014, and has a year warranty that covers the mechanical aspects of the insert, NOT relighting the insert. We have gone back additional times as a courtesy to the home owner and relit this insert---outside the warranty window, in an attempt to satisfy this home owner. Mr*** called back again this fall, asking us to relight his unit---we suggested he call NW Natural as they could relight his insert, and determine if any service is needed at no cost to him He chose not to For our company to send a service truck to the home, a standard non-warranty charge of $to $+ parts would apply This base price is determined by what type/make of product and how the unit is installed----industry standard I personally told Mr*** his cost would be determined before any work was performed Again, our apologies if their was a misunderstanding. The main issue here is Mr***'s inability to relight the fireplace They can be difficult to relight if they are shut off, which our tech explained multiple times Being difficult to light does not mean defective. "but weren't comfortable leaving it unattended so turned off" In an effort to move forward, and working in tandem with the manufacture to resolve Mr***'s demand we have scheduled one more additional service next week----at no charge to him. We at Dorothy Tester Sales, Incfully reserve the right to refuse service to any customer that is verbally abusive with inappropriate language and or attempts to bully or intimidate our staff. Regards, DTSiRW***CSR

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]