Eastwood Stove & Outdoor Shoppe, Inc.

From: *** *** Sent: Thursday, May 05, 2:PM Subject: *** COMPLAINT RESOLUTION Please find attached a copy of our follow up correspondence and complaint resolution sent to Ms*** regarding the unsatisfactory performance of the *** CSVFVent Free
Freestanding Stove that was purchased from Eastwood Stove & Outdoor Shoppe on January 5, 2016. As we shared with Ms***, we regret that the quality of the product did not live up to her expectations nor that of ours. Ms*** was aware, warranty withstanding, that we had advocated on her behalf that the manufacturer replace the unit and that they decided instead to replace the defective part. It was our contention as was hers, that a replacement was warranted however the manufacturers warranty was very clear that it was at their discretion to repair with a part or replace. She is correct the stove had not operated properly since its installation on January 19, and all service repair attempts were unsuccessful. Ms*** was adamant that either the stove be replaced or removed with her full refund. We explained under circumstances that it is our policy to adhere to the manufacturers warranty and that we were bound to replace the part as directed. She expressed her feelings and refused to allow the replacement part to be installed rather insisted that it be replaced or removed It was unfortunately, they elected to replace the rear burner rather than replace the stove. We shared with them our customers dissatisfaction to the manufacturer and then to our distributor. The distributor was not in a position to reverse ***’s decision but did offer to reimburse the customer $of the original cost of the stove for her inconvenience. She declined their offer and requested the unit be removed from the home of her mother and that she receive a full refund in the amount of $1, We reviewed all the options and agreed to our customer request and on April 20, 2016, our technicians were scheduled to remove the stove from her home and a full refund was provided in the amount of $1,971.52. It is my understanding that this issue has been resolved to our customers satisfactionIt is our desire to provide exceptional service for our customers and we deeply regret this product resolution was not resolved in a timelier manner. We apologized for the inconvenience. I am attaching a copy of the correspondence that was sent to Ms*** and cc:to the Revdex.com. Please don't hesitate to contact me at my mobile below if you have any questionsBest Regards, *** *** Sales & Operations Manager Eastwood Stove & Outdoor Shoppe, IncShelbyville Road Louisville, Kentucky 365- Office *** *** *** *** *** *** *** Visit our wedsite: www.eastwoodstove.net

I accept that "currently" the fireplace is working properlyHowever, I'm concerned that I will have problems next season when I try to use the fireplaceUnfortunately, I won't know until next season - by that time, my warranty will be expired and I will likely have to pay for any maintenance even though I've never gotten to use the fireplace during cold weather
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

See attachment for original response. We wanted to thank you for the opportunity to bring the *** *** Products "***” Representatives to your home in order to resolve the issues you have had with the *** fireplace, purchased from Eastwood Stove and Outdoor Shoppe on December 17,
Our records indicate that your fireplace was installed on February 7, and that during your first burn season you were pleased with the units' performanceIt was however at the beginning of this burn season that you began to experience problems with your fireplaceWe regret that during our technicians' previous service calls to your home that we were unable to determine the reason for the poor flame height nor the problems with the thermostatic setting on the remoteDuring those service calls our technicians had contacted the manufacturer requesting technical support while on site but were unable to resolve the issues remotely.At our request, the manufacturer agreed to send their manufacturer representative to accompany our technicians to your home on February 25, and upon inspection determined there was an installation problemBased on their recommendations we were able to resolve the issues on siteDuring our resent follow up conversation on March 1, the issues have been resolved and the fireplace is now working to your satisfaction.It is our desire to provide exceptional service for our customers and deeply regret that we were not able to resolve your issue in a timely mannerWe apologize for the inconveniencePlease let us know if we may assist you in the future.Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I am in receipt of Ms***’s response regarding my March 20, complaint filed with the Revdex.com, Inc(Revdex.com)It is disappointing that it took a Revdex.com complaint and several months to resolve this issue, but, ultimately, Eastwood Stove & Outdoor Shoppe Inchas satisfactorily resolved the complaintHowever, it is important to clarify a few points made in Ms***’s responseThey are as follows: 1. Ms*** states “……and all service repair attempts were unsuccessful”This implies that there was more than one attemptOnly one attempt was madeSince neither Eastwood Stove’s technician nor the manufacturer’s representative could fix the stove, it seems reasonable that additional attempts were not warranted2. Ms*** states “She expressed her feelings and refused to allow the replacement part to be installed rather insisted that it be replaced or removed.” There was never a refusal to allow the installation of the replacement partThat’s because from the time of the visit of the service technician and manufacturer’s representative (January 28, 2016) until the last contact with Eastwood Stove (March 3, 2016), there was never a replacement part availableAt each interval of contact with Eastwood Stove, Eastwood Stove personnel indicated it would be to more weeks before the part would arriveWhen this information was relayed on the last contact (March 3, 2016), an additional to weeks would have meant a total wait time of almost months for the replacement partIt was at this point that the additional wait was deemed unacceptable, and a demand for a full refund became the only option that would be consideredI am grateful that Eastwood Stove decided to provide a full refundHowever, I think it is important to accurately reflect the circumstances of this situation