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German Auto Works Incorporated

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German Auto Works Incorporated Reviews (5)

Thank you for the opportunity to respondThe Independent Contractor [redacted] of [redacted] is a family friend of the consumer, ***He promoted the product to her and did the installation without a referral from us. [redacted] happens to be an Contractor which we have referred to other customers, however [redacted] did not get his information from us but from other meansHe also installed another product she bought from us a few months before she purchased this pellet stove and in that case as well she had him lined up to do the install before we were in the pictureHis installation was in no way controlled by Inglenook Energy Center I am also sending under separate cover (e-mail) the Manufacturer's Warranty for the Quadrafire Pellet Stove she purchased and as you will clearly see, HHT is the Warrantor. The warranty starts at time of installation not at the time of the customers first use of the appliance. I was not able to do an attachment of the warranty for some reason so please look for it in your e-mail If you have further questions please call me at 303-838-Best regards, Dorothy M [redacted] Owner

Good morning. We are the retailer of this product not the manufacturer. The unit was installed by a contractor she chose - a personal friend of hers who recommended her this product which he has installed successfully many times. The manufacture has a warranty for electrical parts
of years. When the customer contacted us the first time the pellet stove was out of warranty. However we did respond to her request and via a service call did address the initial problem and replaced the auger motor and because she continued to complain we proceeded to replace some of the other mechanical parts at the request of the technical support department of the manufacturer to set her at ease. This was all done under good faith under the manufacturers warranty which as stated before had already expired. Each subsequent time she has called us we have responded with a house call. Each time there was a user erroriefailure to clean the pellet stove properly and burning low grade fuel and resulting in klinkers in the burnpot which did not allow the igniter to ignite the fuel. Most recently she has let the fuel run out several times, over primed the fuel by hitting the reset button - not pushing the burn pot mechanism which cleans the burnpot into the closed position letting pellets fall below and smolder causing the smoke she is complaining about. All of these issues have been determined as user errorPellet stoves are wood burning appliances and unlike a furnace require daily, weekly and annual maintenance as outlined in the owners manualThe manufacturer has offered to have us bring the appliance into our store and put it through testing at our store, but as yet she has not responded. All of this has been gracefully offered by the manufacture and we have followed their directions in each instance. We respectfully deny this is a justified complaint against our store as we have done everything within our authority to help ***It should be mentioned that she has been very rude and vulgar to all our staff which has been uncalled for*** has accused us of poor service and rudeness which has never happened on our part - only hersWe have excellent documentation on this caseWe could easliy provide documentation for customer on our excellent customer service if neededWe have been in business for years and have been Revdex.com subscribers almost since the beginning.

The first few lines of what customer said is true, and she did appologize for stopping payment on the check without notifying usAfter many days we finally got payment for the work we had done. About a month later she called to schedule another appointment. The day of the appointment we
were in a terrible snow storm. Customer home is about miles away - roundtrip and takes hours in good weather. My husband called her in the morning and there was no answer so he left a messageShe didn't call back until later in the afternoonWhen she called finally I told here we were not coming out and she was very agitated. My husband later called her that day to reschedule and she has never called backThe stove was running when we left the first time. This product was not purchased at Inglenook, but at McGucken Hardware in Boulder. Apparently they do not want to give them service so they have been calling us. Obviously there is another intervening problem as it was fixed when we left. This product is years oldThis complaint uis unfounded. *** *** PS This is the first notice of this complaint. *** and I have been out of the country and have not seen this until now

Complaint: ***
I am rejecting this response because: incorrect information provided by Dorothy? Please read below
*Yes, Inglenook is the retailer, but when I talked to the manufacturer they insisted I need to work with the retailer? Ken C*** from Hearth & Home Technologies (HHT), the manufacturer’s warranty company told me “The only issue is that Quadrafire dealers are required to service what they sell.”*It is true that I happened to know the contractor who did the installationHowever, I could have walked in off the street without any prior knowledge of him, and he very well could have been the installer that Inglenook sent because he was on Inglenook’s list of installers/contractors? As of this writing, he still appears on Inglenook’s website in a group staff photo, wearing a work shirt that appears to have Inglenook’s logoJust because he is a “contractor” (in fact a chosen contractor by Inglenook), I do not believe Inglenook is released of their responsibility for a quality, proper installation*Per HHT’s records, the pellet stove was installed 12/16/? The stove sat unused during the winter of 2015/because I had not moved into the house yetThe first time I contacted Inglenook regarding problems was spring of after a winter season of the stove not working properlyAfter repeated calls to Inglenook, the first service call was performed in August During that service call the malfunctioning auger motor was foundIn October the firepot and baffle shields were found to be defective as wellThese service calls were all before December 2017, which was years from the date of installationAdditionally, I was NEVER informed the stove was out of warranty for those parts and work being done was in “good faith”.*The klinker being referenced was due to bag of pellets I tried out, at the suggestion of the technician, Brett, who recommended I try different pellet brands? Obviously I won’t be using that brand again*As far as I can tell from the User Manual, there is no fatal error by letting the pellet hopper run out? In fact, the User Manual (link provided below), Section 8: D: on page states that for the initial fire start, the Reset button should be pressed every minutes until pellets start to fall into the pot? Section 8: G: on page states that ‘if the hopper runs out, then the Reset button will need to be pressedIf ignition fails then refer back to “Starting Your First Fire” on page *I am curious as to why Dorothy says that I “over primed the fuel by hitting the reset button”The owner manual does not reference “pushing a burn pot mechanism” as Dorothy statesI am also curious as to how one can over prime a dry fuel.*If the burn pot was left in an “open” position then pellets would fall directly from the auger into the ash bin, never having the opportunity to ignite; therefore, it is impossible for pellets to ignite and “smolder causing smoke” Figure on page of the owner’s manual states ‘DO NOT LEAVE FIREPOT FLOOR OPEN’In additions, the firepot floor can only be moved to the open position by pulling a spring-loaded knob; the release of the knob forces the firepot floor into a closed position? Section 10: B: 2b on page describes how to pull the rod to clear debris from the firepot.*The ash bin is located below the fire/burn pot and is wider than the pot? It is expected that hot ash from being burned will fall into it, and therefore it has an airtight sealThe ash bin is in the same airspace as the firepot/flamesSmoke should not enter the blower system that pushes the warmed air into the house, yet somehow smoke enters the blower system and is forced into the house*Regarding the manufacturer offering to have the pellet stove tested at Inglenook--I have given my concerns to the manufacturer: 1) I requested an independent third party perform the inspection, because I feel that at this point Inglenook is unable to be impartial and fair; ? 2) I am concerned that the venting system is part of the problem, and removing the unit will alter that aspect of the malfunction, which will provide results that are not representative of the conditions at my homeInglenook has argued that the installation contractor is responsible for the vent system, but again the contractor is someone repeatedly used by Inglenook and should not be considered separate from Inglenook’s responsibilities? I expected that installation would follow the user manual and be performed correctlyAfter consulting the user manual (Section 4: A on page 1), I see that if vented horizontally, a vertical portion of the exhaust vent is recommended to ‘create a natural draft, which will help prevent the possibility of smoke or odor venting into the home’Only a horizontal vent was installed; there is no vertical portion of the vent for the stove at home*If I have been rude and vulgar at all it is in direct response to the mistreatment, arguing, and constant interruptions from Dorothy? As you can tell from the responses above, especially when quoting the user manual, it appears that Dorothy has a manner of misrepresenting information for her gainIn November I had emailed Dorothy using my yahoo.com address? Instead of replying directly to that email she sent a response to ***, an email address I have never owned, used, or even knew of its existence, and furthermore, was not listed on the purchase order? I can only assume she did that out of spite towards me.*It appears I am not the first person to have problems with this pellet stove modelPlease see below for links to negative consumer reviewsThe reviews were made in 2015, 2016, and 2017, before, during, and after the pellet stove was installed in my houseI believe this shows that this pellet stove model has a history of manufacturing defects.*User Manual: ***Negative consumer reviews: May 2015***Nov 2015***Jan 2016***Dec 2016***Jan 2017***Dec 2017***Sincerely,
*** ***

Thank you for the opportunity to respondThe Independent Contractor *** *** of *** *** ***? is a family friend of the consumer, ***He promoted the product to her and did the installation without a referral from us.? *** *** happens to be an Contractor which we have referred to other customers, however *** did not get his information from us but from other meansHe also installed another product she bought from us a few months before she purchased this pellet stove and in that case as well she had him lined up to do the install before we were in the pictureHis installation was in no way controlled by Inglenook Energy Center? I am also sending under separate cover (e-mail) the Manufacturer's Warranty for the Quadrafire Pellet Stove she purchased and as you will clearly see, HHT is the Warrantor.? The warranty starts at time of installation not at the time of the customers first use of the appliance.? I was not able to do an attachment of the warranty for some reason so please look for it in your e-mail? If you have further questions please call me at 303-838-Best regards, Dorothy M*** Owner

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Address: 4825 Excelsior Blvd, Minneapolis, Minnesota, United States, 55416-3009

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