Homeliving Fireplace Fashions

Mr. [redacted] visited our showroom and selected a unit that we did not have in stock at the time, when placing the order with the manufacturer we were informed that the specific model had been discontinued and we informed the customer that we would upgrade to a comparable unit costing $980 more (at...

no charge to him since we were not able to get the item he had originally selected).Mr. [redacted] agreed to the change and further confirmed this agreement when our technicians showed up for the installation of the unit. While installing the unit the technician noticed that a part was missing from the manufacturer packaging and we had to order the part for completion of the installation a couple weeks later.
After completing the installation and passing the first gas inspection with the County, we were notified by the customer that the unit was turning off intermittently; in response to which we sent our technician over to adjust the unit's pilot assembly and got the unit working without interruption.
Customer had contacted our company on January 15th to inform that the first gas inspection had failed and we arranged our plumbers to stop by and address the issue within the next couple of days.
Following the hook-up of the fireplace we received a call from the customer on the 22nd of January indicating (as described above) that the unit was turning off intermittently, which we also addressed by performing the necessary adjustments.
The letter received from the Revdex.com dated February 10th 2015, is the first notice to come to our attention of any continuing issues with Mr. [redacted]'s unit and for the past year we were under the impression the unit was operating to the customers satisfaction.
Kindly note that the unit is still under warranty and if it is indeed not working could be repaired at no cost to Mr. [redacted] under the existing warranty.
The flame size the customer refers to is typical for 11,000 BTU vent free fireplaces which are limited by the gas allowed to flow through the burner. Especially linear contemporary units as the one installed at Mr. [redacted]'s home (we have units on display in the showroom providing the exact same flame size), customer is welcome to stop by the showroom to compare flame size.We are willing to work with the customer to correct any issues that may be causing the intermittent operation of the unit (especially since the unit is still under warranty) and we are surprised that Mr. [redacted] did not reach out to us to resolve any issues, if he has been experiencing these issues for a year as indicated in the filing of the complaint in reference.
Kind Regards,
Peter E[redacted]Homeliving Fireplaces