[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I thank CCC for a quick and favorable resolution to this issue Regards, [redacted]
---------- Forwarded message ----------From: CountryStove Date: Sat, Jul 2, at 11:AMSubject: ID [redacted] To: "***@cleveland.Revdex.com.org" ***,Here is our second response:From the very beginning of our interaction with this customer, we were in contact with [redacted] , the furniture manufacturerWhether the customer realizes it or not, our salesman followed up and had multiple conversations with the company in order to get her issue resolvedEven to the extent that the president of [redacted] was involved in these conversationsOur hope was to help this customer get her parts covered as a courtesy even though her warranty had been expired for yearsThis caused a long time delay and despite our efforts, we were not able to get the parts covered.We understand her frustration, but unfortunately, their warranty is cut and dry? On June 8th, 2016, the customer contacted us again through email, and after one last conversation with [redacted] , we emailed her back and offered to supply the chair seat at Country Stove's expenseHowever, at this point, Country Stove is under no obligation to offer her any replacement parts that are not covered under the manufacturer's warranty.?
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.? For your reference, details of the offer I reviewed appear below Regards, [redacted] ? ? ? ? Country Stove has never contacted me, I would continue to contact them for updates and they kept telling me they were checking and then no response until I emailed or called againThey never offered to pay for strap replacement.? ? I understand they are not the manufacturing company but their follow up is terrible.? At this point I want Country Stove to pay for replacement straps [redacted] ?
Country Stove Patio & Spa Royalton Rd North Royalton, OH Revdex.com Serving Greater Cleveland Euclid Ave., 4th FlCleveland, OH Dear Ms [redacted] , We have received your letter regarding our service call at Bill ***’s homeMr [redacted] called to schedule service on 5/26/The service call was scheduled for 6/12/Mr [redacted] called for service on his Direct Vent Gas FireplaceWe were told that this unit had not been serviced for many yearsHe requested the service since he was preparing his home for saleWhen our service technician arrived, he checked the operation of the fireplace and removed the fixed glass panel on the face of the fireplaceHe then laid the glass on the tarp on the floor to clean itWhen he finished cleaning the glass, he raised it up to put the glass back on the fireplace and the glass shattered in his handsIt was not mounted or droppedIt is not uncommon for the glass on these types of units to have small fractures and cracks from years of use without any preventative maintenance done on themWhen this happened, the owner of Country Stove got a price for the replacement glass and called Mr [redacted] with the priceOver the phone Mr [redacted] and the owner agreed to share the price of the replacement and it was discounted by $This was selling the glass at costWe also did not charge over $service fee to return to replace the glassAt the time of that conversation, Mr [redacted] agreed that was fairWhen the glass came in, we called Mr [redacted] and scheduled a time to install the replacementAt no time prior to receiving the Revdex.com claim did we receive any sort of complaint from Mr [redacted] about the service or having to pay for the replacement glassThe technician has told us that at the time of the service call, Darla [redacted] was not presentMr [redacted] was at home at the time, but was in and out of the room during the service callThe technician said that a girl, presumably their daughter and a friend were in an adjoining room and not presentWe do not believe that we are responsible for the glass breaking and do not feel reimbursing Mr [redacted] is reasonableEspecially after both parties agreed on a solutionSincerely, Dominic Federico Country Stove and Patio Owner
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I thank CCC for a quick and favorable resolution to this issue Regards, [redacted]
---------- Forwarded message ----------From: CountryStove Date: Sat, Jul 2, at 11:AMSubject: ID [redacted] To: "***@cleveland.Revdex.com.org" ***,Here is our second response:From the very beginning of our interaction with this customer, we were in contact with [redacted] , the furniture manufacturerWhether the customer realizes it or not, our salesman followed up and had multiple conversations with the company in order to get her issue resolvedEven to the extent that the president of [redacted] was involved in these conversationsOur hope was to help this customer get her parts covered as a courtesy even though her warranty had been expired for yearsThis caused a long time delay and despite our efforts, we were not able to get the parts covered.We understand her frustration, but unfortunately, their warranty is cut and dry? On June 8th, 2016, the customer contacted us again through email, and after one last conversation with [redacted] , we emailed her back and offered to supply the chair seat at Country Stove's expenseHowever, at this point, Country Stove is under no obligation to offer her any replacement parts that are not covered under the manufacturer's warranty.?
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.? For your reference, details of the offer I reviewed appear below Regards, [redacted] ? ? ? ? Country Stove has never contacted me, I would continue to contact them for updates and they kept telling me they were checking and then no response until I emailed or called againThey never offered to pay for strap replacement.? ? I understand they are not the manufacturing company but their follow up is terrible.? At this point I want Country Stove to pay for replacement straps [redacted] ?
Country Stove Patio & Spa Royalton Rd North Royalton, OH Revdex.com Serving Greater Cleveland Euclid Ave., 4th FlCleveland, OH Dear Ms [redacted] , We have received your letter regarding our service call at Bill ***’s homeMr [redacted] called to schedule service on 5/26/The service call was scheduled for 6/12/Mr [redacted] called for service on his Direct Vent Gas FireplaceWe were told that this unit had not been serviced for many yearsHe requested the service since he was preparing his home for saleWhen our service technician arrived, he checked the operation of the fireplace and removed the fixed glass panel on the face of the fireplaceHe then laid the glass on the tarp on the floor to clean itWhen he finished cleaning the glass, he raised it up to put the glass back on the fireplace and the glass shattered in his handsIt was not mounted or droppedIt is not uncommon for the glass on these types of units to have small fractures and cracks from years of use without any preventative maintenance done on themWhen this happened, the owner of Country Stove got a price for the replacement glass and called Mr [redacted] with the priceOver the phone Mr [redacted] and the owner agreed to share the price of the replacement and it was discounted by $This was selling the glass at costWe also did not charge over $service fee to return to replace the glassAt the time of that conversation, Mr [redacted] agreed that was fairWhen the glass came in, we called Mr [redacted] and scheduled a time to install the replacementAt no time prior to receiving the Revdex.com claim did we receive any sort of complaint from Mr [redacted] about the service or having to pay for the replacement glassThe technician has told us that at the time of the service call, Darla [redacted] was not presentMr [redacted] was at home at the time, but was in and out of the room during the service callThe technician said that a girl, presumably their daughter and a friend were in an adjoining room and not presentWe do not believe that we are responsible for the glass breaking and do not feel reimbursing Mr [redacted] is reasonableEspecially after both parties agreed on a solutionSincerely, Dominic Federico Country Stove and Patio Owner