HNI Corporation

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!

PelPro issued a refund to Mr. Deal on 2/2/17 for $57.00 - the difference between expedited and standard shipping cost.  PelPro apologizes for the delay in shipping the requested item.

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 make-up air 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.

Final Consumer Response /* (2000, 9, 2015/12/30) */
The technician from Fireplace Corner Duluth was just here to replace the glass and inspect the fireplace. He said he can not find the cause of the failure but assures me after inspection and the glass replacement, everything "should" be fine. I...

am happy with this and would like to close my complaint.
Thank you very much.

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 hate that filing a complaint is what helped fix my issue, but happy it's finally resolved. I

PelPro has attempted to contact Ms. [redacted] since receiving notice of this complaint but have not had any success getting through at the phone number provided.  Records indicate a replacement part was sent to Ms. [redacted] under warranty for her PelPro stove.  PelPro is committed to delivering...

a quality do-It-yourself ownership experience and is available to assist with troubleshooting via telephone at [redacted]

Pelpro had conversation with the consumer on the morning of  5/8/2018 and the appliance is operating properly.  The venting on the appliance was completely blocked causing insufficient air flow in the appliance. Insufficient air flow will prevent the appliance from feeding pellets and operating properly.  Maintenance on the appliance was the root cause of failure.  At this time Pelpro is requesting to close this case.

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. [redacted]'s concerns.  Should Mr. [redacted] wish to speak with QuadraFire directly, we are available Monday thru Friday, 8:00am - 8:00pm CST at [redacted].

Heat n Glo has been in touch with Diamond Home Improvement, the local authorized dealer from whom the [redacted]'s purchased their Escape fireplace.  While on site at the [redacted]'s home Sunday 10/5, Diamond technicians noted the fireplace did not light or burn properly but were prevented from...

inspecting the unit.  Diamond is scheduled to be on site again Friday 11/10 for a service call.  The technicians have been in contact with Heat n Glo factory resources and will engage those same resources via phone while onsite in an effort to address the [redacted]'s concerns.

PelPro has contacted Ms. [redacted] to discuss her concerns.  It was noted there have been other shipping complaints on the particular part she received damaged.  These complaints are currently being investigated with Federal Express.  The needed part has been shipped, expedited, to...

Ms. [redacted] and tracking indicates it will arrive 1/13/18.  PelPro respectfully requests this complaint be closed as resolved at this time.

Hearth and Home Technologies has contacted Mr. [redacted] and processed a refund for the part that he is scheduled to receive tomorrow, Thursday 1/5/17.  HHT apologizes for any frustration experiences and hope Mr. [redacted] enjoys his appliance going forward.  As such, we request this complaint...

be closed.

While it appears Mr. [redacted]'s stove itself is in proper working order, Harman continues to work with Mr. [redacted] through his dealer, Chimney Sweep Energy, to resolve his concerns.

[redacted] called the Pelpro Consumer Care department 1-15-2018 requesting warranty on a fire pot for his appliance, due to a hole in it. The warranty policy doesn't cover fire pot replacement, which is listed on page 33 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 me. As long as they follow through and the part is delivered as promised I'll be satisfied.

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

The Hearth...

& Home distributor and dealer have proposed an offer letter to the consumer which is attached. The offer is for a full refund of the appliance and labor in the amount of  3300.00 and the dealer will pick up the appliance once the consumer agrees, the consumer has declined this offer.  HHT apologizes for any frustration the consumer has experienced a we have put forth all efforts to satisfy the consumer.  At this time we request for this case be closed.  HT apologizes for any frustration experiences and hope Mr. Church enjoys hisappliance going forward. As such, we request this complaint be closed.HT apologizes for any frustration experiences and hope Mr. Church enjoys hisappliance going forward. As such, we request this complaint be closed.

Initial Business Response /* (1000, 11, 2015/10/12) */
The consumer's complaints have been documented to be a result of the construction of the chase cavity the appliance is installed into. This has been confirmed after onsite visits by both the dealer, Barron Heating (cited by the consumer) and...

our own Field Service Engineer. We would recommend the appliance not be run until the issues with the unsealed chase are corrected. We request this complaint be dismissed.
Initial Consumer Rebuttal /* (3000, 13, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The chase was sealed, among thousands of other follars worth of "theoretical fixes" NONE of which stopped the leakage of soot into the home.
Final Consumer Response /* (3000, 16, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The chase was sealed, among thousands of other follars worth of "theoretical fixes" NONE of which stopped the leakage of soot into the home.
Final Business Response /* (4000, 18, 2015/11/03) */
The consumer's complaints have been documented to be a result of the construction of the chase cavity the appliance is installed into. This has been confirmed after onsite visits by both the dealer, Barron Heating (cited by the consumer) and our own Field Service Engineer. We would recommend the appliance not be run until the issues with the unsealed chase are corrected and inspected by a trained hearth professional. We request this complaint be dismissed.

I am rejecting this response because: The person that has been trying to call hasn't been a good job. I 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 areas. By the time I get home 6 - 6:30 mst,  she is long gone. I leave my home at 4:30am every morning, my schedule is a difficult one. Thaat said for a $3000 piece of junk you would think they would make more of an effort.

The brick retainer for Mr. [redacted]'s Quadrafire 7100 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.

Per the warranty registration for Mr. [redacted]'s appliance the unit was sold 1/30/2016.  The warranty period for the valve is 1 year.  Unfortunately at the time Mr. [redacted] contacted his dealer for repair, 2/20/17, the warranty period had expired.