HNI Corporation

Pelpro has reached out to Mr [redacted] on 4/27, leaving two messages and again on 5/and 5/leaving messages We have also reached out by email on 5/with no response from Mr [redacted] We need additional information for Mr [redacted] so we can assist to resolve his issues We have provided Mr [redacted] with a case number ( [redacted] ) and contact information at Pelpro to help determine correction action

The Dealer and the Heat and Glo rep were out to service Mrs [redacted] 's fireplace Wednesday, June 14, 2017, replacing the pilot assembly at that time Appliance was in sound working order post service Should Mrs [redacted] have any additional issues, Consumer Care can be reached at [redacted] 8:am to 6:oo pm CST

Final Consumer Response / [redacted] (2000, 9, 2015/12/30) */ The technician from Fireplace Corner Duluth was just here to replace the glass and inspect the fireplaceHe said he can not find the cause of the failure but assures me after inspection and the glass replacement, everything "should" be fineI am happy with this and would like to close my complaint Thank you very much

Under warranty exclusions for the Harman Accentra 52i pelllet insert it states: Damages resulting from: (1) failure to install, operate, or maintain the appliance in accordance with the installation instructions, operating instructions, and listing agent identification label furnished with the appliance; (2) failure to install the appliance in accordance with local building codes; (3) shipping or improper handling; (4) improper operation, abuse, misuse, continued operation with damaged, corroded or failed components, accident, or improperly/ incorrectly performed repairs; (5) environmental conditions, inadequate ventilation, negative pressure, or drafting caused by tightly sealed constructions, insufficient maair supply, or handling devices such as exhaust fans or forced air furnaces or other such causes; (6) use of fuels other than those specified in the operating instructions; (7) installation or use of components not supplied with the appliance or any other components not expressly authorized and approved by HHT; (8) modification of the appliance not expressly authorized and approved by HHT in writing; and/or (9) interruptions or fluctuations of electrical power supply to the appliance However, Harman will cover the door and the pins but no labor The claim has been processed and acknowledgment sent Accordingly, we respectfully request this complaint be closed

Harman has been in contact with Mr [redacted] ’s dealer, Chimney Sweep Chimney Sweep should be contacting Mr [redacted] shortly, if they have not done so already, to address his concerns in partnership with Harman In the event Mr [redacted] does not hear from Chimney Sweep he should contact Harman directly at ###-###-#### and reference case # [redacted] Julie [redacted] Hearth Expert

I am rejecting this response because: The person that has been trying to call hasn't been a good jobI can make a receive calls on the # I listed in the complaint###-###-####I work for a large pediatric hospital along the front range and cell phones are a NO NO in the OR's, Procedure Center and Radiology areasBy the time I get home - 6:mst, she is long goneI leave my home at 4:30am every morning, my schedule is a difficult oneThaat said for a $piece of junk you would think they would make more of an effort

PelPro issued a refund to MrDeal on 2/2/for $- the difference between expedited and standard shipping cost PelPro apologizes for the delay in shipping the requested item

The brick retainer for Mr [redacted] 's Quadrafire fireplace is not generally covered under warranty However, Quadrafire has agreed to cover the cost of the part out of good will Mr [redacted] 's dealer will be in contact with him to resolve as appropriate

[redacted] called the Pelpro Consumer Care department 1-15-requesting warranty on a fire pot for his appliance, due to a hole in itThe warranty policy doesn't cover fire pot replacement, which is listed on page of the manual After review of the pictures Mr [redacted] sent the Pelpro warranty department findings where, this could be caused from high sulfur or salt content in the pellet fuel, operating the appliance in an area of high moisture or inconsistent maintenance which can reduce the lifetime of the fire pot

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 mei hate that filing a complaint is what helped fix my issue, but happy it's finally resolvedI

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 My confidence level in the company has improved after our conversation yesterday I still have concern about the quality of that particular pellet stove and hope that it can be resolved soon.Thank you!

QuadraFire strives to deliver quality products and support positive dealer experiences for our consumers It's disappointing Mr [redacted] has had a difficult time with his QuadraFire appliance We have no record of receiving contact from Mr [redacted] prior to receipt of this complaint and have attempted to contact Mr [redacted] directly since without success It's our understanding that Mr [redacted] is working with his dealer who is in contact with the QuadraFire Technical team to address Mr***'s concerns Should Mr [redacted] wish to speak with QuadraFire directly, we are available Monday thru Friday, 8:00am - 8:00pm CST at [redacted]

Mrs*** has been in contact with Heat & Glo requesting specific information regarding her Twilight Gas Log Set As she stated, Mrs*** was told the log set for her year old appliance is, in fact, no longer under warranty As Heat & Glo goes to market through a network
of authorized dealers, it was recommended she work with the installing dealer, Western Fireplace Supply, in addressing her concern over the wear and tear Per Western Fireplace Supply, Mrs*** had been unwilling to allow a service call to inspect the logs She insisted the logs required replacement and she expected they be replaced at no charge As such, Western communicated without a service call to inspect the state of the log set Mrs*** would have to purchase the non returnable, non refundable, special order log set if she chose to replace them Upon delivering the log set 2/21/the Western Fireplace noted wear and tear on the log set that could be repaired and did not require replacement At this time Mrs*** has agreed to repair As a show of good will Heat & Glo has agreed to accept return of the special order log set for refund

It is clearly stated in the manual
warranty applies one year from purchase date However, in a show of good will Heat & Glo, working through Basic Energy Fireplace, has agreed to cover the cost of the affected part and one hour of labor to repair Accordingly, Heat & Glo respectfully requests this complaint be considered resolved

It is Hearth and Home Technologies' understanding that Mr*** and Home Comfort have been in contact and are working toward resolution As such, HHT request this case be closed

Hearth and Home Technologies has recently contacted Mr*** regarding the difficutlies he's been having with his Quadra-Fire pellet stove and the dealer from which he purchased it He has since forwarded to HHT electronically the letter dated 3/29/he refers to in his complaint as
unfortunately there is no record of it having been received previously While HHT does not do business directly with *** *** *** *** ***, Williams Heating and Cooling is an authorized dealer in Mr***'s area and has done business with Bay Area Williams, through Bay Area, will work under warranty to address Mr***'s concerns with his stove Further, HHT has communicated to Mr*** that upon receipt of the invoice from the work completed by Earth Sense October 2015, he will be reimbursed Accordingly, HHT respectfully requests this complaint be closed as resolved

The re-liner kit offered to Mr*** for his Quadrafire 5100i fireplace insert is UL tested and the approved resolution for the concern with his appliance In the photos shared by Mr*** the cracks appear to be located in the baffle support area which is not an air channel As such they do not appear to pose any safety concern or impact operation of the stove However, in good faith and to extend the life of his appliance we have offered to provide a re-liner kit at no charge Accordingly, we again respectfully request this claim be closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I contend that none of the warranty exclusions apply here Installation instructions were followed to the letter However, my request was approved, and I am told that the replacement parts are on their way My local dealer has a tracking number and is waiting for further information Assuming that everything arrives and works, I will be satisfied

PelPRo contacted Mr*** on December 20, and clarified next steps. There is is a retrofit to fix the appliance so it can be operated in an internal thermostat mode. This retrofit is currently in testing, expected to be available in early January 2018. It will be a
warranty covered part. As such, PelPro respectfully requests this complaint be closed

I am rejecting this response because: HNI, Nor Dave *** have done anything but stall, stall, stall!!!! We requested a replacement over times & it was offered at least times but when it comes time to do it they do nothing but stall some moreWhy should we believe we would receive a refund from these people after over months of lies & stalling? Dave *** has tried to blame us for this & it is NO fault of our ownThey put our life in danger for all this time because we had no choice but to use this woodburner the way it isIt is missing the cover for the outside air intake & that is what has caused most of this problem with overburnIT IS NEGLIGENCE ON BOTH THE MANUFACTURERS & DAVE ***'S PART BECAUSE WE RECIEVED THIS THING THIS WAYDAVE *** REMOVED A WORKING WOODBURNER FROM THIS HOUSE TO INSTALL THE ENCORE & WE EXPECT TO HAVE A WORKING WOODBURNER WHEN THIS IS DONESEE YOU IN COURT!!!!