Down Right Cozy Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI wish no further recourse and will not attempt any further public reviews of this companyAs stated earlier, we are very pleased with the outcome of both of our fireplaces.Sincerely, *** ***

See attachment
To: Revdex.com        PO Box 1000           Dupont, WA 98327Re: ID # [redacted]Customer: [redacted]Response:We received your notice regarding [redacted]. Mrs. [redacted], first called into...

the store looking for a new gas log for her fireplace. She then visited the store several times deciding which log set she would like.We walked through all of her options while she was at the showroom.   Timing was important to her so she had me check stock on all the log sets and burner combinations that were readily available in stock. She also wanted to purchase the fireplace crackler. I explained that this option was a special order (nonrefundable) and not stocked locally. She wanted this to be included so I made another call directly to the factory to find out which cracklers were available to be special ordered. They advised that the Wood Chip Crackler was available and could be drop shipped for the order. The other variety was not currently available for shipment at the time of our order and would have taken significantly longer to receive. Mrs. [redacted] said she didn’t want to wait and would like to the wood chip version. She was also advised at the time of her order that there would be additional shipping to receive this part since it was a special order and needed to be ordered directly from the manufacturer. We set up two installations. We came out first on December 28th and removed her existing gas log set and raised the firebox floor height with concrete so it was level and gave a better view of the new gas log. We came back on January 7th and we installed the new gas log set and the crackler.   We also installed her old gas log set into her other fireplace.  Both gas logs turned out and great and were accepted by the [redacted]’s and they paid their remaining balance. Mrs. [redacted] called me approximately 4-5 days later asking about the crackler. She said that she did not like the sound effect it offered and asked to return it. I reminded her that this was a special order from the manufacturer and could not be returned. In an effort to help her, I advised her that she could try to call the manufacturer and see if they would make an exception to their protocol. I gave her the phone number to the manufacturer and she said she would call.Both Mr. and Mrs. [redacted] came into the store on January 21st and repeated their request to return the fireplace crackler. We advised again that this was a non-returnable item.  They were not happy and threatened to smear our name because we would not take back the product. As promised, both have gone onto social media and have written negative reviews. It is a standard business policy that a special order product is not returnable once order is received. It is unfortunate, but it is the nature of special orders. Attached is a photo of the their beautiful gas log. Ordered and installed just as they requested.Thanks,Heather E[redacted]Down Right Cozy[redacted]Tacoma, WA 98466253-566-1919

Mr. [redacted] did not have a problem with his remote control until after the warranty period had ended. We offered him several solutions to resolve the issues he was having. We even gave him the manufacturer's direct contact number to see if there were any other avenues for him to try.  He has not been happy with any of the ideas we have offered to him.
We attempted to aid Mr. [redacted] during his initial claim, which was during the warranty period. But it was the fault of an incorrect initial install by his contractor that caused the part failure in the fireplace. Mr. [redacted] was extremely angry the first time around that he was having problems with his fireplace so soon after install. In an attempt to assist him we offered to cover the parts, but said he would have to cover the service visit because this repair was not covered under his manufacturer warranty.  We also waived the return trip & bridge toll fee to make the secondary repair trip.
We have continuously attempted to aid this customer when he has had an issue with his fireplace. We walked him through troubleshooting over the phone on several occasions because he did not wish to occur any potential labor charges.  And came out immediately and serviced the fireplace when he finally agreed and resolved the issue. I am quite shocked that he has not contacted the original installer regarding the trouble he has had. As this was explained to him when the technician came out at the initial call.
sincerely,
'Heather E[redacted]

Complaint: [redacted]I am rejecting this response because:  The statement is not true that we did not have a problem with the remote.  We brought it up originally with the technician in the very beginning.  The solutions that were offered over the phone were all tried in an attempt to make the remote and/or fireplace function properly.  We were dissatisfied with the ideas that were offered to us because none of them worked to correct the problem.  Any discrepancies with the install were fixed at the time the technician originally came out.  We were treated rudely by the owners of this business.  Their response to offer us help was simply to resolve the issue over the phone.  When it comes to faulty parts and technical issues, things like this cannot usually be resolved over the phone.  We called several times and left messages while the fireplace was still under warranty.  The owners of the business did not respond to us until after the warranty had expired.  The technician had to make a second trip out to our home because the first time around the incorrect part(s) were ordered which was not our fault.  The owners of the business do not mention the numerous times we had to travel to their shop in order to get help because they would not respond to our phone calls and messages.  We also had to spend money on our gas and bridge tolls and were never reimbursed.  This business did not respond in a timely manner and come to our aid.  From the time we first booked our appointment, it took almost a month before the technician completed all of the necessary repairs on the fireplace.  None of this was taken into consideration pertaining to our warranty. Shouldn't the service call that we paid for be under warranty?  There are other complaints pertaining to this business on Angie's List and Yelp.  I think it's up to the consumer to decide who is right and who is wrong.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  First of all, the tech did not mention to us that there was a myriad of problems when he arrived to repair the fireplace in October of 2015.  He did say that there was a gas leak even though we never smelled one (we found that to be rather odd).  We also do not recall mention of a "hareness" that was installed improperly.  The original order of a part or parts was incorrect so we do remember having to wait awhile for the correct parts to arrive.  The tech assured us that from the point of repair and on, everything was installed properly and that the fireplace should operate correctly.  We mentioned to him that the remote was also causing us problems.  He inspected it briefly.  We phoned the business several times afterwards to alert them that the fireplace and/or remote was still not functioning properly.  We would leave messages and not get a response.  We can provide cell phone logs to prove this.  The series of phone calls were made within the time frame of the one year warranty.  If we were fortunate enough to get through to a live person, they preferred to talk us through the problem over the phone rather than make the trip out to analyze the real problem.  None of their suggestions that were made over the phone helped to alleviate the problems with our fireplace.  Once again, we would not recommend purchasing goods from this retailer.  They do not stand behind their products or provide good customer service.  We spent a lot of money on this fireplace (over $2,500) and have learned a painful lesson from this experience.  We have read and reviewed other complaints very similar to ours pertaining to this same business.Sincerely,[redacted]