Empire Comfort Systems/Broilmasters Gas Grills

case # [redacted] a I have spoken to [redacted] , our National Service Trainer mentioned in the complaintWe do manufacture model number [redacted] ( this is a single sided unit ) which should fit in the same location as the double sided unitI will authorize the removal of the current unit to be replaced with this new model.b The current invoices for labor from the dealers mentioned in the complaint can be sent to my attention here at Empire [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ Contact Name and Title: [redacted] VP Delivery S Contact Phone: XXX XXX XXXX Contact Email: [redacted] @empirecomfort.com Our Tech Service Team spoke with the consumer todayApparently the internet company was the issue and purchasing a gas appliance over the internetThe internet company is not prepared to handle troubleshooting of a gas appliance and was giving the consumer bad informationWe spoke with the consumers gas company, found out which part the consumer needed and are sending the part to the dealer at this timeThis is why we prefer and in some cases require that our hearth products as an example be purchased from a brick and mortar local dealer because the consumer is getting very little help from the internet company when they purchase a relatively complicated product to install and maintainAll should be well nowThank you for the opportunity to respond [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/06/11) */ My Gas Company Tech Rep was here yesterday (06/10/2015) and replaced the Pilot Assembly (ODS LPG)All appears to be working at this timeWhen the heating season comes back in, we will know for sureThanks for all of the help resolving my issue

# [redacted] a The last conversation we had with the dealer he had agreed to replace the unit under warranty and we would follow the standard work for covering/replacing the unit and cover the laborSince this apparently is not happening our Technical Service Manager, [redacted] will be contacting the distributor and or the Empire Regional Sales Representative along with the homeowner to find a dealer to work with to get the unit changed out.b Response to the verbiage in the complaint concerning “problems with all gas inserts”, there isn’t a problem with all gas inserts as stated by the consumerThere was an apparent miscommunication from here concerning that issue.c As far as getting a refund, if the consumer does not want a replacement, that would need to be taken up with the original dealerThe purchase was made from them ( [redacted] ) and any refund would need to come from them [redacted] is not affiliated with us except that they purchase units from a distributor that we sell to for subsequent resale and installationWe have already agreed to take the unit back and have authorized crediting the distributor from who they purchased the unit