J&O Heating

This letter is in response to a complaint assigned the ID # [redacted] Without a doubt we sold a Join! Woodstove in to Mr [redacted] of Port Matilda, PaFor years the product worked flawlessly until the owner in for whatever the reason decided to disassemble the unit and then called us to fix what he cannot doFirst the unit is out of warranty and at any age is out of warranty if dismantled At NO COST, we send an employee on a mile round trip to his home and determined that not only could he nor us could determine how he disassembled itThis problem has been created by the owner and is out of warrantyWe no longer sell that brand If he chooses he could call the factory’s toll free number and explain his problem Owner of J&O Fireplaces

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

This letter is in response to a complaint assigned the ID #
[redacted]
Without a doubt we sold a Join! Woodstove in 2008 to Mr.
[redacted] of Port Matilda, Pa. For years the product
worked flawlessly until the owner in 2013 for whatever the
reason decided to disassemble the unit and then called...

us to fix
what he cannot do. First the unit is out of warranty and at any
age is out of warranty if dismantled
At NO COST, we send an employee on a 60 mile round
trip to his home and determined that not only could he nor us
could determine how he disassembled it. This problem has been
created by the owner and is out of warranty. We no longer sell
that brand.
If he chooses he could call the factory’s toll free number
and explain his problem.
Owner of J&O Fireplaces

Review: In May of this year I removed the baffles from my Jotul F 100 stove that I purchased from J&O Distributing back in 2008 in order to clean ashes from the stove. After 1.5 hours of trying to replace the baffles, I call J&O in order to have a representative install the baffle and sides. A representative promptly came, and after about two hours of attempting to place the baffle and sides back into the stove, he also failed to install them even after speaking with the manufacturer. Jotul warrants the baffle on a limited lifetime basis. The representative told me that he was going to return to the store and look at one of the same models that they have in stock, and that he would be getting back with me.I have not heard anything from J&O since this time. This morning, I call J&O Distributing and I was told the owner, [redacted], would call me between 1:00 and 2:00 PM. About 3:00 PM I called J&O and [redacted] answered the phone. I described the problem and the situation and he immediately started throwing the root cause for the defect back into my face. I explained to him that back in may his man came to fix it and he could not, that the representative said that he would be back. Now it is September and I have heard nothing. [redacted] got extremely irritated with me complaining that one cold night and the phone has been ringing off the hook. He used profanity over the phone which was completely uncalled for.Desired Settlement: The baffle is a limited lifetime warranty item from the manufacturer, and I want mine fixed ASAP. I notified J&O of this problem back in May of 2014, and they have still not fixed it.

Business

Response:

This letter is in response to a complaint assigned the ID #

Without a doubt we sold a Join! Woodstove in 2008 to Mr.

[redacted] of Port Matilda, Pa. For years the product

worked flawlessly until the owner in 2013 for whatever the

reason decided to disassemble the unit and then called us to fix

what he cannot do. First the unit is out of warranty and at any

age is out of warranty if dismantled

At NO COST, we send an employee on a 60 mile round

trip to his home and determined that not only could he nor us

could determine how he disassembled it. This problem has been

created by the owner and is out of warranty. We no longer sell

that brand.

If he chooses he could call the factory’s toll free number

and explain his problem.

Owner of J&O Fireplaces

Consumer

Response:

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,