Empire Comfort Systems Inc./Broilmasters Gas Grills

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meTo Empire Comfort Systems:Thank you for taking the time to address our concernsSeeking a resolution to this matter is all we were asking for, and we appreciate the fact that you have allowed us to do soWe request that a full refund be provided to usWe ask that you please clarify how this refund will be conducted, as well as an estimated timeline of such events- if at all possible.
Sincerely,
*** **

Initial Business Response /* (1000, 5, 2015/06/26) */
Contact Name and Title: *** *** VP Delivery S
Contact Phone: XXXXXXXXXX
Contact Email: ***@empirecomfort.com
Empire Comfort Systems purchased the Broilmaster brand of grills in November of from Martin Industries and at that time
was unable to purchase the warranty liabilities for the grill as Martin kept this liabilityThey provided an escrow account for about two years that we used to service the Martin Industries warranty for the Martin Industries produced grillsMartin Industries subsequently went out of business and there was no longer an escrow account to use to service Martin Industries warrantiesIn a good faith effort to service those warranties Empire set up a pro rated system for consumers to use to purchase Martin manufactured components that were under the Martin Industries warrantyThis pro rated system has been in place for to years now and has been successfulWe have offered this pro rated purchase option to Mr ***Thank you for the opportunity to respond

In response to the complaint by Mr***: I have contacted our regional sales representative and he reports that the dealer, Abel Hearth and Home has responded with an offerThe dealer is willing to refund all of the monies he has charged Mr*** and would allow him to keep the unitEmpire
Comfort Systems would be crediting the unit and the dealer would refund all the monies for the unit and anything else he charged in the sale.This allows Mr*** to choose another unit from another dealer or have the one he is not satisfied with worked on knowing that it is a unit that is no chargeOur Technical service group would assist from here by phone for the qualified service person Mr*** would choose.I am not aware of any of the alleged damages to the property and cannot comment on that portion of the email.I was also informed that Mr*** saw the unit in the dealers showroom before purchasing the unitAgain, I was not there and cannot comment further on that aspect of the situation.The dealer is not an Empire Comfort Systems representativeHe is an independent business who purchased the unit from a distributorAs far as I know there was an effort to make the unit work and the last I knew it was workingWe will do as the warranty suggests and assist with repair and supply the parts needed to repair if there is something that needs to be replaced.To summarize, we are offering a full credit on the unit and or the necessary repair parts to get the unit running as designed

Complaint: ***
I am rejecting this response because:
I am satisfied with Empire Comfort Systems response of having a different dealer in my area install a new gas insert in my home. I have spoken with *** *** who has found a dealer to do the work. That dealer contacted me and scheduled an appointment for January to install the new gas insert. However, I will not feel ready to fully accept the response until after the installation of a properly functioning gas insert. After a properly functioning gas insert is installed (hopefully on January 22) I will be satisfied and I will gladly accept Empire Comfort Systems response.
Sincerely,
*** ***

claim # ***The claimant is asking for his cooking grids to be covered under the lifetime warranty at no chargeThe grids in this case were covered by *** *** *** sold the Broilmaster brand to Empire Comfort Systems in November of In that sale there was no
consideration by *** *** in the purchase, for warranty coverage for the products *** *** produced prior to Empire Comfort Systems purchasing the brand*** *** had a warranty escrow plan to have the product *** *** produced covered by them*** *** was totally out of business within about years and so with that the escrow warranty coverage established by them was eliminatedEmpire Comfort Systems voluntarily created a pro-rated system to help consumers obtain parts at a less than retail price for product Empire Comfort Systems did not produce or profit fromEmpire, not obligated to cover the *** *** warranty, did this in good faith not because it was mandated by law or any contractual obligation when the Broilmaster brand was purchased. This year program expires at the end of this year*** *** VP, DSS, Empire Comfort Systems

***, we are building the insert for *** in the next few days and will ship direct no charge, freight prepaid to *** *** ***. *** at plank road has her penciled in for the 22ed of January.She is aware of the arrangements and is familiar with *** as she had him check the system earlier.Hopefully this will make all happy!

Complaint: ***
I am rejecting this response because: We would like to have clarification before accepting it. First, we looked at the fireplace model that was offered. We would accept it as long as any and all accessories that were purchased with the original fireplace is included in this one(i.e., the ceramic herringbone liner, the blower, remote, etc.) The last part of their response is asking for us to forward "current invoices" for labor... We want to make sure that they mean "all outstanding" invoices and any that will be incurred during the process of removing the existing fireplace, installing the new one, to our satifaction, and the repair to the wall on the opposite side that would no longer have a fireplace, since the replacement unit would be single sided and not double. It will need to be closed up, patched, sheetrocked and painted.As long as the above is what the company is offering to correct this situation, we would be extremely happy to accept their offer and put this all to rest
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:This is more legal nonsense from Broilmaster, to get out of honoring their warranty.They brag on their website how these are the most durable grills known to mankind, and they even have pictures of my exact grill on their website.To now state they they no longer have to honor the warranty, because of some legal nonsense is not acceptable to me at all.The Revdex.com needs to go over [redacted]'s head to the President/Owner-- and maybe he will be reasonable.Don't tell me you will not honor the warranty on my grill, when pictures of my grill are on your website-- as you brag about how loyal your customers are, etc.Broilmaster needs to be loyal to their warranty.  If they do not honor this warranty, I hope their rating is reduced greatly.I will never purchase a Broilmaster grill again.
Sincerely,
[redacted]

Initial Business Response /* (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 today. Apparently the internet company was the issue and purchasing a gas...

appliance over the internet. The internet company is not prepared to handle troubleshooting of a gas appliance and was giving the consumer bad information. We spoke with the consumers gas company, found out which part the consumer needed and are sending the part to the dealer at this time. This 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 maintain. All should be well now. Thank you for the opportunity to respond. [redacted]
Initial Consumer Rebuttal /* (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 time. When the heating season comes back in, we will know for sure. Thanks 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 labor. Since 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 consumer. There 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 dealer. The 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 installation. We have already agreed to take the unit back and have authorized crediting the distributor from who they purchased the unit.

case # [redacted]a.       I have spoken to [redacted], our National Service Trainer mentioned in the complaint. We do manufacture model number [redacted] ( this is a single sided unit ) which should fit in the same location as the double sided unit. I 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].