Farr's True Value Hardware

Re: *** *** *** complaint #*** of April 8, 2015, on our servicingof her Quadrafire CBpellet stove insert on February 9, 2015.Ms*** states that the pellet stove is only years old, where our recordsshow it to be almost years old.She says that she has spent over $on
repairs and partsOur sales records goback years, and the $labor plus $burn pot are the only sales we findcharged to her.It did take weeks between the time that Ms*** picked up the part and wewere able to get a service person scheduled, but almost a week of that was adelay to accommodate Ms*** so she could be there and then she wasn'table to be there.Although both *** and *** came to work on Ms*** stove, there was nocharge for *** time as he was in training, and shadowing ***The tripcharge of $and labor charge of $for a thorough cleaning are normalamounts for that workThere was no charge for ***'s first visit to diagnose theburn pot burnout, which is not a issue with these stoves, if they are keptclean (we do not have enough issues with burn pots to even stock them as areplacement part).This is our 1ooth year for our family business in Coos CountyWe feel that for thefollowing reasons, this $charge is reasonable and appropriateNormally weare able to come to a mutual agreement with our customers if they have aquestion about billingsI'm sorry that this wasn't apparently possible with Ms.*** issues.DetailsOur warranty records show that we sold a CB1200l with serial number ***to *** *** *** at the same*** *** **, North Bend, OR on April 2,
On November 28, 2014, our technician *** *** checked out the stove and"found Firepot has a 1" hole burned in it just above ignitor, causing it to not lightpellets."On December 3, we ordered the pot that was shipped to us December 4.Ms*** apparently decided to have the burn pot installed by someone else,because she came in and bought the burn pot on January 21, 2015.Some time after January 21, 2015, Ms*** called to say that the pot hadbeen installed, but the stove was not working right and so we scheduled a repaircall for February 3, - - -Ms*** called back and said that February was not soon enough, and shewould get someone else to fix it, so we cancelled that scheduled date.Ms*** called back and asked if we could reschedule ASAPThe February 3date was not available, so we scheduled a call on the 7th, but Ms***couldn't be there then, so we scheduled the call for February 9, so she could behome at 3:30pm.*** and *** arrived at the *** residence on February at 3:Ms.*** was not home, but *** *** {I'm not sure of the signature) letthem inThey found the stove "very dirty" and in need of cleaning*** wasasked to let Ms*** know that the stove needs a thorough cleaning at leastonce a yearThey cleaned the stove and tested it as "working very well."We mailed a statement to Ms*** on February 26, but didn't get payment orcall; and again on March We received a partial payment of $on April
Thank you for providing this forum for resolving this issue
*** ***
President
***'s True Value
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