Earl W. Bentley Operating

As previously stated, the firebox was transported by F[redacted] Construction from our location in his truck to the job site, we had no control of the unit at this point.  Along with the unloading of the almost 400 lb. fireplace at the job site, all the pictures provided are of the unit unloaded at...

the job site.  The unit was also signed for free and clear by T[redacted] when he picked it up from our location. We will offer a 40% discount off the purchase of another unit (this is no profit on either unit for us) paid by certified check.  CUI accepts no responsibility for the damage that we believe occurred after the unit left the property. Thank you,  E[redacted]CUI, Office Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I am rejecting the response because as the pictures that I have attached clearly show that the damage was caused by a forklift. I do not own a forklift.  Nothing more needs to be said, but to further illustrate their mishandling of this issue I will continue.CUI and the manufacturer have deemed the product unsafe to install. Therefore, CUI has sold me a useless piece of junk for $2,069.07.  I have now spent hours and hours trying to resolve this matter.  It is now holding up construction on my customers home because it needs to be installed before the next inspection can take place and they have informed me that the delays have already cost them over $900 in interest payments by the bank, and they will soon lose another $900.  I am also losing money trying resolve the issue and having to shift due to the delays caused by CUI.  Also, for the record the fireplace weighs 278 pounds according to the manufacturer, and not nearly 400 pounds as CUI has stated.    CUI, has effectively admitted that the damage was caused prior to me receiving the unit by filing a claim with the manufacturer for "concealed damage". (see email below) The manufacturer sent a replacement to CUI at one point.  CUI sent me tracking and claimed that I had already received it.  Apparently CUI sent the fireplace back for what reason I am not exactly sure.  At one point they told me that I could just dispose of the old fireplace, because they were sending me a brand new one even after I told them that I would gladly bring it back up there.  Also, I don't recall signing anything that states that "That I have received the fireplace free and clear of damage".  I have attached the Pick Ticket/Packing List that I did sign.  The damaged side was loaded facing in my truck and it couldn't be seen until I pulled the fireplace out.   From: CPR <[redacted]>Date: 5/17/17 9:34 AM (GMT-05:00) To: [redacted] <[redacted]>, CPR <[redacted]> Cc: CUI - H[redacted] H[redacted] <[redacted]@cuiheat.com>, CUI - E[redacted] G[redacted] <[redacted]@cuiheat.com> Subject: RE:  T[redacted], We have filed a claim with the manufacturer for a replacement unit claiming concealed damage on this unit. Please see attachment and instructions below. No action required at this point. We should hear back from IHP either later today or tomorrow at the very latest. WARRANTY CLAIMS  (please read the instructions below)1)      Your warranty claim has been submitted!  Please use your claim # below for all future correspondences.YOUR CUI CLAIM #:     [redacted] Due to seasonal volume we are currently seeing vendors behind on standard shipment timelines.  [redacted] Please note CUI cannot adjust or expedite vendor shipment dates, but we will keep you informed of ETA’s and tracking information.2)      SHIPMENT ETA: Within 3-5 business days you will receive a vendor shipment ETA.  (Please note this ETA is generally accurate, but it is subject to change per the vendor)3)      TRACKING INFORMATION: The day after your claim has shipped you will receive tracking information.4)      UPDATE REQUEST: Once an ETA is provided please await this date before requesting shipment updates.5)      [redacted]CREDIT CLAIMS ONLY[redacted] If you have filed for credit only please allow 3-4 weeks for your credit to be issued.  If a product return is required please also allow 3-4 weeks for the authorization and shipping labels to be provided [redacted]WE GREATLY APPRECIATE YOUR BUSINESS AND THANK YOU FOR FILING YOUR CLAIM WITH .  Thank you, M[redacted] N[redacted]Customer Problem Resolution Team1026 Old Stage RoadSimpsonville, SC 29681800-845-5301 ext-228800-447-6854 fax[redacted]@cuiheat.com[redacted]@cuiheat.com 
Regards,
T[redacted] F[redacted]

This will be the final response to this claim- CUI is not acknowledging responsibility for any damage as we believe the damage occurred after leaving our property. We will offer a replacement at no charge, to be picked up by T[redacted] F[redacted] of F[redacted] Contracting pick up with need to be scheduled with P[redacted] our Logistics Manager. The unit will be inspected in and out of the box before loading and leaving the property.  Once the unit has left the property there will not be any further damage claims, in addition this will be the final sale for F[redacted] contracting as we have a written policy our dealers must have a full displaying showroom when located within 100 miles of our Simpsonville location.  Please note that we will require the damaged unit to be returned at the time of pickup of the replacement unit.  Thank you,  E[redacted] G[redacted]CUI, Office Manager