Complaint: [redacted] I am rejecting this response because: Dear Consultant, Please find a copy of my account statement with all the transactions from HOCON Gas I downloaded it off their company website My complaint is against first two invoices [redacted] of $ and [redacted] of $308, in particular the first one of $ It is $higher than their sale associate [redacted] had quoted me I don’t understand why [redacted] is continuing to miscalculate the amount of difference, and insist the higher charge was due to conversion of the appliances The fact is they did not convert any appliance in the first trip that was invoiced $ The conversion was done on the second trip that was billed at $for just the dryer and stove It is very absurd that [redacted] continue making the statement that “we thought this was all set but he still has not paid his balance and I have not heard from him” As you can see on the attached transaction statement, I had made numerous payments as early as 01/14/and up to 02/11/ I had contacted HOCON Gas many times and they insist that I have to pay the balance in full in order for them to deliver the fuel and continuing press with finance charge on the disputed balance Just for the record, their technician called [redacted] for help on the day of initial installation, and [redacted] came to hold the gas pipe behind my house and we even had brief conversation about it I was there very second through entire installation It is very troubled to me that they show no intention to address customer complaint and continue making statements in the public eyes I want them to credit me the overcharge of $ for both invoices and finance charge back to my account Sincerely, [redacted] ***
Sent: Wednesday, July 01, 12:PMTo: [redacted] Subject: [redacted] Manager Marketplace Operations Revdex.com Complaint # [redacted] This is in response to Mr [redacted] complaint 1st off Hocon Gas has no customer with the name [redacted] however we do have a customer named [redacted] at [redacted] in [redacted] On 8/26/ [redacted] signed a Residential Supply Agreement with Hocon Gas at that time Hocon gave her two options months or months at a price per gallon of $She chose the 18month At that time [redacted] signed all the paperwork and initialed all spots on the back of the agreement with all the terms of the agreement .On 9/3/Hocon did a safety ck on her system and filled both tanks On 2/18/ [redacted] called and said to pick up your thank that he had some other gas Co come in to supply there propane needs at that time [redacted] was told of the liquidated damages that were signed by [redacted] Do to all the snow we were able to pick up our tanks on 4/8/both tanks were empty and our regulator was missing we billed [redacted] for the remainder of her agreement and a regulator [redacted] General Manager Hocon Gas, Inc [redacted]
[redacted] I am rejecting this response because: it is intentionally inaccurate Originally purchased through Amy (Showroom Manager) a 35ft liner with an extension pieceAfter our Installer inspected the liner he found it to be inferior to the product he specifies which is one continuous linerAmy then refunded us the cost of the liner and extender piece [redacted] was aware from the start (days before we purchased the insert) that we had a 40ft chimney and did not do her due diligence as a Dealer and inform us of the manufacturers maximum chimney height of 35ft for this specific insertHad she done so we never would have purchased itWe were not "dead-set" on this insert, it was the one that best fit our firebox [redacted] *onfirmed that the insert would heat to sqft and our 1st floor area being heated is >1600sqftHad we known in reality that it couldn't even heat 300sqft we never would have purchased the insert and would have opted for a stove instead No logics or substantial solutions were provided by Amy, when we contacted her she said to use wetter woodWe tried every sort of wood we suggested and even our Instaler said that our wood was perfectly fine and not over seasoned When my Mother went in to collect a custom piece for the surround she was given a list of things to try by Amy that was clearly taken from a blog and not the manufacturer as she stated in her responseShe suggested we insulate the liner and do a block off plate installation, which is not even a real thing, it is just a DIY thing published on hearth.com to improve the efficiency not to correct the problems we hadNONE of this is in the Installation Instructions from [redacted] Castings, nor on their [redacted] info on the manufacturer website Amy attempts in her response to belittle our Installer by referring to him as a Chimney Sweep, when in reality AShe has attempted to hire him to do installations for her but he refusesBHe has years of experience: installing inserts/stoves, inspecting + maintaining chimneys, and does masonry rebuilds CHis work is fantastic and he comes highly recommended Our Installer suggested he install a damper to resolve on of the problems which was that because of our abnormally tall chimney the insert was pulling FAR too much air which was creating a super hot, super fast burn going through a full load of wood in an hour or so (instead of the 10hr specified by the manufacturer) Amy called [redacted] *o inquire about the damper when my Mother went in to the showroom and [redacted] said that it was not suggested, but provided no other solutionsOur Installer asked his Mentor who has 40+ years of experience and is a [redacted] Dealer himself and he said it was a typica response because of liabilityHis mentor agreed that a damper was the only viable solution [redacted] installed a damper last week and with the damper fully closed which leaves a smaller space for air to draw and even with the damper on the insert fully closed we can barely achieve a lazy flameThe damper did make a HUGE difference and our burn times now are closest to 4hrs, but the problem remains that the insert is not blowing hot enough air to heat a spaceI have spoken with others who have the same insert, same installation and it located in a larger space (1000swft), similar climate (New York) and their unit heats to the high 70s low 80s without a problemI believe that their is a problem with the construction or assembly of the insert, perhaps with the bafflesThe air being blown is [redacted] warm to warm, but if you open the door you can barely stand in front of itThe door also runs on the ledge and we are still missing the pieces to fully secure the surround (going on 2+ months) Amy never once mentioned any of the additional "services" provided if they were to do the installation and if it were the case you would think it would have been mentioned when we asked the cost of their Installation and then days later decided on [redacted] At that point instead of telling us she just mentioned that she has been trying to hire [redacted] to do installs for themThis level of "service" seems to be a bit of a dog and pony act after the fact for this Revdex.com complaintFact is, their Customer Service after the sale is horrible Any Dealer should guarantee their product and considering the fact that the showrooms is not even miles from our house, you would think they would send someone to make sure that the insert is functioning properly considering the multiple issues we are having with the unitYou would think that since we have fireplaces and heat our house with oil that Hocon would do something to secure our future businessInstead, they have no intention of doing anything but profiting off of the POS they sold us Additionally I have attached our original receipt which clearly proves that Amy was aware of the height of our chimney and did not warn us of the manufacturers specifications of a max height of 35ft for this product Sincerely, [redacted]
[redacted] I am rejecting this response because: Sincerely, [redacted] We never received a letter stating that we were being switched to minimum usage and that we wouldn't get charged an equipment rental fee any longer They should send out a letter with a form to sign to agree or not and cancel if dissatisfied with the service or plan I was never given that option
Complaint: [redacted] I am rejecting this response because: on Monday December 12th I received a check from Hocon NOT in the full amount that was provided to them on November 16th and NOT in the full amount that was agreed upon. Also per the Hocon rep I spoke to on Friday an original check was sent which I never received and the check that was sent to me via FedEx was written out to the wrong address. The number of errors from Hocon just keep adding up. I still have not received the balance of the payment as per the Hocon rep I would receive. Sincerely, [redacted]
This complaint has been settled and I would like to withdraw my filing Please confirm you have noted and done so. Thanks very much for your help [redacted]
The Customer is obligated to pay everything but disputed amountWe are not holding him hostage he owes us moneyThis is a case of unjust enrichmentUnless he pays us everything but disputed amount we will not deliver ? #1f497d;">I went over [redacted] *** bills like we have in the past we gave credit before for $labor back on 1/31/and we thought we were done till this letter .The reason for the credit in the 1st place was my fault with adding up labor cost on the install, helper was only there 2hrs of the total job job {we gave credit ]next it is not true about *** not having the proper tools [redacted] was there to ck of job and help out , [redacted] doesn’t have tools As for the extra charge for labor that was at the final all appliances were to be set up for lp but weren’t so we had to convert all of them [note [redacted] had told him that there would be extra if they weren’t set for lp] and Mr new this .We have tried to work this out but mr is not easy to work with .see all notes on his act # [redacted] In the proposal on top states that the cost may vary up or down if original quote is changed .Please let me know what else we can do for him this is for f/p cook and dryer not heat also install was done on 12-26-with top off we made a gas automatic del on 1-still no money has never paid a penny so we did give him gas but now his del’s are on hold [redacted]
Complaint: [redacted] I am rejecting this response because:Yes they did come and take my tanks Last friday but I Now have issues with the fact that they are billing me over $400? I still had Gals of propane in the tank when they filled gals ( I had 2, gal tanks)So the math does not add up? At best the furnace used maybe gals of propane in the days since they filled the tanksThis is why businesses like this need to be regulated by the stateI am presently away from Home but wife stated to me via phone that hocon sent bills all with differing amounts? I will provide the bill amounts once im back homeI also filed complaint with connecticut comsumer protection Sincerely, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID Windows7">
*** and find that this resolution is satisfactory to meThe propane tank was picked up 2/14/
Sincerely,
*** ***
We will credit the $charge from ** *** account todayI will contact him as well to advise the charge is being removed
*** ***
Office Manager
Hocon Gas of ***
***
We spoke with the sales representative involvedHe is new and in training and he has been coached on his errors during this transaction
0pt;">We are in contact with the customer, and a check was issued via mail in the amount of $
MS***,
We do not say you have to take a minimum gallon delivery we do say that we have a minimum usageYou have a tank in the ground that belongs to usYou leased the tank from usYou could have paid for the tank up front and we offered to sell you the tank at the beginning of the agreementYou choose not toWhat else can we do?
On PricingLet me try to explainif you used gallons per year would you expect to be charged what someone who used gallons per year was charged? I think notYou would come back and say to me why do I pay the same as them I use more. How do I know this?I have been in this business for years and it is always an issueIf I try to have flat pricing someone is always upset with usSo we base our price on volumeThe more you use the cheaper the price. We lowered your price to $per gallonWhy do you pull your car up for gasoline and think nothing of paying $per gallon? YOU drive thereI take my gas to you! That is why our price is higher than you would pay for gas for your own carThe places you have received quotes from are giving you an introductory rateI don't care what they are telling youIf you can get a contract for one year for $per gallon you are welcome to purchase the tank or have the competition drop the same size tank in my yardI want to see the contract you sign firstThe competition needs to build gallonsThey low Ball the market to grow their business pure and simple
A pre buy is not always advertisedWe have minimums there toogallon per year or more and you did not meet that minimumBut we try to accommodate when we can
So I have given you several options to try to resolve this issueI hope this helpsBest regards,
*** ***
Vice President of Operations
I spoke to customer on 8/9/and reviewed her account. The deliveries
that were billed incorrectly have been rebilled at the correct price of $1.99. A refund check totaling $is being Fto customer this includes the security deposit of $plus a credit $for the gas remaining in the tank
Hocon has been in contact with this customer multiple times and offered solutions recommended by the manufacture to try to help the stove and its performanceHocon did not install this customers product, nor did we provide any material for the installationWe only make a site visit if we
are contracted to do the installation, we go to every home to inspect for the installation of the product and measure everything plus we take pictures of everything as wellWe check to make sure there are no roof/chimney problems and that all of the proper parts are ordered to fitThe model was recommended and their expectations were set by the installer as to how well it would work and how it would fit their fireplaceI had conversations of other units, but they emailed me they had picked the ***So they purchased it
10/01/Customer purchases unit w/ 35’ liner kit
10/20/Customer was refunded the liner cost as customer has decided to have their chimney sweep install unit and liner
10/25/Customer emailed me regarding expected performance issues they were experiencing
- I emailed her back to call me to discuss the particular issues she was having
10/25/I spoke to *** *** and I was made aware that he installed a 5.5” liner, not the manufactures recommended 6” linerHe also stated
he was going to put a pipe damper in the liner
- Customers mother came into the store asking about the stove and the installationI explained to her that the damper in the pipe should not be done (installer was recommending in our previous discussion), and to let her son know thatShe stated that they really trust the advice of their sweepI called the manufactures technical dept, with her standing there, regarding the issues and effects the wrong sized liner would have on the performance as well as other “environmental” issues that could be affecting the stove and its outputShe wrote down all the items and was bringing them to Dave that day
- The installer stated he was going to “put a damper in the pipe” during the conversation I had with himI expressed to him that was not safe and should not be done per the manufacture and national codeI told the mother too, as she heard me tell the installer not to do that while I was having the conversation with the installer
- I also went over with E*** *** the installer, the items that the manufactures rep suggested be done to help the customerI asked if they had been doneThey weren’t at this point
Manufactures List below:
• Was the liner wrapped with insulation?
• Was there any insulation and/or a blocking plate added at the fireplace throat to prevent heat loss up the chimney cavity?
• Based on the customers email stating the wood was seasoned for years, manufacture stated the wood may be over seasoned and may have lost its BTU valueThey call this “bunk wood”The manufacture recommended wood seasoned for months to a year and no more
• Recommended a heat probe to see the temperature of the firebox while burning
11/10/*** emailed me talking about the stove over-draftingI responded to the email with information that I had gotten from conversations
I had with the technical department, about possible solutions to the performance issue they were havingI asked that *** call me to
discuss some of the items that the installer was supposed to do to help with the problemHe never did
Hocon Gas and *** *** came to an amicable resolution on March 10, 2014. He has since paid the remainder of his account balance and has continued doing business with Hocon Gas, Inc
If you have any questions, please feel free to contact me at ###-###-#### or ***. Thank you
Regards,
*** *** Revdex.com Complaint #*** In response to case #*** Mrs *** has been a customer of Hocon gas since at that time Mrs *** chose to lease a 1000gal underground propane tank from Hocon for her heating needs She signed a contract and
understood the terms of buying it outright if she chose to Hocon gas has been in business of over years and we feel we give our customers a fair completive price for their propane needs As for other gas company’s quoting low introductory prices that is a common practice for a company to do to gain new customers Hocon offers a pre buy and lock in price in August that Mrs *** has never chose to do As you can see we did try to help her on her last delivery by lowering her price *** *** General Manager Hocon Gas, Inc*** ** Phone: *** Fax: ***
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
Sincerely,
*** *** We will be checking our bank account to make sure we receive the credit
Complaint: [redacted] I am rejecting this response because: Dear Consultant, Please find a copy of my account statement with all the transactions from HOCON Gas I downloaded it off their company website My complaint is against first two invoices [redacted] of $ and [redacted] of $308, in particular the first one of $ It is $higher than their sale associate [redacted] had quoted me I don’t understand why [redacted] is continuing to miscalculate the amount of difference, and insist the higher charge was due to conversion of the appliances The fact is they did not convert any appliance in the first trip that was invoiced $ The conversion was done on the second trip that was billed at $for just the dryer and stove It is very absurd that [redacted] continue making the statement that “we thought this was all set but he still has not paid his balance and I have not heard from him” As you can see on the attached transaction statement, I had made numerous payments as early as 01/14/and up to 02/11/ I had contacted HOCON Gas many times and they insist that I have to pay the balance in full in order for them to deliver the fuel and continuing press with finance charge on the disputed balance Just for the record, their technician called [redacted] for help on the day of initial installation, and [redacted] came to hold the gas pipe behind my house and we even had brief conversation about it I was there very second through entire installation It is very troubled to me that they show no intention to address customer complaint and continue making statements in the public eyes I want them to credit me the overcharge of $ for both invoices and finance charge back to my account Sincerely, [redacted] ***
Sent: Wednesday, July 01, 12:PMTo: [redacted] Subject: [redacted] Manager Marketplace Operations Revdex.com Complaint # [redacted] This is in response to Mr [redacted] complaint 1st off Hocon Gas has no customer with the name [redacted] however we do have a customer named [redacted] at [redacted] in [redacted] On 8/26/ [redacted] signed a Residential Supply Agreement with Hocon Gas at that time Hocon gave her two options months or months at a price per gallon of $She chose the 18month At that time [redacted] signed all the paperwork and initialed all spots on the back of the agreement with all the terms of the agreement .On 9/3/Hocon did a safety ck on her system and filled both tanks On 2/18/ [redacted] called and said to pick up your thank that he had some other gas Co come in to supply there propane needs at that time [redacted] was told of the liquidated damages that were signed by [redacted] Do to all the snow we were able to pick up our tanks on 4/8/both tanks were empty and our regulator was missing we billed [redacted] for the remainder of her agreement and a regulator [redacted] General Manager Hocon Gas, Inc [redacted]
[redacted] I am rejecting this response because: it is intentionally inaccurate Originally purchased through Amy (Showroom Manager) a 35ft liner with an extension pieceAfter our Installer inspected the liner he found it to be inferior to the product he specifies which is one continuous linerAmy then refunded us the cost of the liner and extender piece [redacted] was aware from the start (days before we purchased the insert) that we had a 40ft chimney and did not do her due diligence as a Dealer and inform us of the manufacturers maximum chimney height of 35ft for this specific insertHad she done so we never would have purchased itWe were not "dead-set" on this insert, it was the one that best fit our firebox [redacted] *onfirmed that the insert would heat to sqft and our 1st floor area being heated is >1600sqftHad we known in reality that it couldn't even heat 300sqft we never would have purchased the insert and would have opted for a stove instead No logics or substantial solutions were provided by Amy, when we contacted her she said to use wetter woodWe tried every sort of wood we suggested and even our Instaler said that our wood was perfectly fine and not over seasoned When my Mother went in to collect a custom piece for the surround she was given a list of things to try by Amy that was clearly taken from a blog and not the manufacturer as she stated in her responseShe suggested we insulate the liner and do a block off plate installation, which is not even a real thing, it is just a DIY thing published on hearth.com to improve the efficiency not to correct the problems we hadNONE of this is in the Installation Instructions from [redacted] Castings, nor on their [redacted] info on the manufacturer website Amy attempts in her response to belittle our Installer by referring to him as a Chimney Sweep, when in reality AShe has attempted to hire him to do installations for her but he refusesBHe has years of experience: installing inserts/stoves, inspecting + maintaining chimneys, and does masonry rebuilds CHis work is fantastic and he comes highly recommended Our Installer suggested he install a damper to resolve on of the problems which was that because of our abnormally tall chimney the insert was pulling FAR too much air which was creating a super hot, super fast burn going through a full load of wood in an hour or so (instead of the 10hr specified by the manufacturer) Amy called [redacted] *o inquire about the damper when my Mother went in to the showroom and [redacted] said that it was not suggested, but provided no other solutionsOur Installer asked his Mentor who has 40+ years of experience and is a [redacted] Dealer himself and he said it was a typica response because of liabilityHis mentor agreed that a damper was the only viable solution [redacted] installed a damper last week and with the damper fully closed which leaves a smaller space for air to draw and even with the damper on the insert fully closed we can barely achieve a lazy flameThe damper did make a HUGE difference and our burn times now are closest to 4hrs, but the problem remains that the insert is not blowing hot enough air to heat a spaceI have spoken with others who have the same insert, same installation and it located in a larger space (1000swft), similar climate (New York) and their unit heats to the high 70s low 80s without a problemI believe that their is a problem with the construction or assembly of the insert, perhaps with the bafflesThe air being blown is [redacted] warm to warm, but if you open the door you can barely stand in front of itThe door also runs on the ledge and we are still missing the pieces to fully secure the surround (going on 2+ months) Amy never once mentioned any of the additional "services" provided if they were to do the installation and if it were the case you would think it would have been mentioned when we asked the cost of their Installation and then days later decided on [redacted] At that point instead of telling us she just mentioned that she has been trying to hire [redacted] to do installs for themThis level of "service" seems to be a bit of a dog and pony act after the fact for this Revdex.com complaintFact is, their Customer Service after the sale is horrible Any Dealer should guarantee their product and considering the fact that the showrooms is not even miles from our house, you would think they would send someone to make sure that the insert is functioning properly considering the multiple issues we are having with the unitYou would think that since we have fireplaces and heat our house with oil that Hocon would do something to secure our future businessInstead, they have no intention of doing anything but profiting off of the POS they sold us Additionally I have attached our original receipt which clearly proves that Amy was aware of the height of our chimney and did not warn us of the manufacturers specifications of a max height of 35ft for this product Sincerely, [redacted]
I am confusedWhat exactly do you need me to do? You say you accept ands then reject [redacted] Tell us why here
[redacted] I am rejecting this response because: Sincerely, [redacted] We never received a letter stating that we were being switched to minimum usage and that we wouldn't get charged an equipment rental fee any longer They should send out a letter with a form to sign to agree or not and cancel if dissatisfied with the service or plan I was never given that option
Complaint: [redacted] I am rejecting this response because: on Monday December 12th I received a check from Hocon NOT in the full amount that was provided to them on November 16th and NOT in the full amount that was agreed upon. Also per the Hocon rep I spoke to on Friday an original check was sent which I never received and the check that was sent to me via FedEx was written out to the wrong address. The number of errors from Hocon just keep adding up. I still have not received the balance of the payment as per the Hocon rep I would receive. Sincerely, [redacted]
This complaint has been settled and I would like to withdraw my filing Please confirm you have noted and done so. Thanks very much for your help [redacted]
The Customer is obligated to pay everything but disputed amountWe are not holding him hostage he owes us moneyThis is a case of unjust enrichmentUnless he pays us everything but disputed amount we will not deliver ? #1f497d;">I went over [redacted] *** bills like we have in the past we gave credit before for $labor back on 1/31/and we thought we were done till this letter .The reason for the credit in the 1st place was my fault with adding up labor cost on the install, helper was only there 2hrs of the total job job {we gave credit ]next it is not true about *** not having the proper tools [redacted] was there to ck of job and help out , [redacted] doesn’t have tools As for the extra charge for labor that was at the final all appliances were to be set up for lp but weren’t so we had to convert all of them [note [redacted] had told him that there would be extra if they weren’t set for lp] and Mr new this .We have tried to work this out but mr is not easy to work with .see all notes on his act # [redacted] In the proposal on top states that the cost may vary up or down if original quote is changed .Please let me know what else we can do for him this is for f/p cook and dryer not heat also install was done on 12-26-with top off we made a gas automatic del on 1-still no money has never paid a penny so we did give him gas but now his del’s are on hold [redacted]
Complaint: [redacted] Whatever See you in court Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Yes they did come and take my tanks Last friday but I Now have issues with the fact that they are billing me over $400? I still had Gals of propane in the tank when they filled gals ( I had 2, gal tanks)So the math does not add up? At best the furnace used maybe gals of propane in the days since they filled the tanksThis is why businesses like this need to be regulated by the stateI am presently away from Home but wife stated to me via phone that hocon sent bills all with differing amounts? I will provide the bill amounts once im back homeI also filed complaint with connecticut comsumer protection Sincerely, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID Windows7">
*** and find that this resolution is satisfactory to meThe propane tank was picked up 2/14/
Sincerely,
*** ***
We will credit the $charge from ** *** account todayI will contact him as well to advise the charge is being removed
*** ***
Office Manager
Hocon Gas of ***
***
We spoke with the sales representative involvedHe is new and in training and he has been coached on his errors during this transaction
0pt;">We are in contact with the customer, and a check was issued via mail in the amount of $
MS***,
We do not say you have to take a minimum gallon delivery we do say that we have a minimum usageYou have a tank in the ground that belongs to usYou leased the tank from usYou could have paid for the tank up front and we offered to sell you the tank at the beginning of the agreementYou choose not toWhat else can we do?
On PricingLet me try to explainif you used gallons per year would you expect to be charged what someone who used gallons per year was charged? I think notYou would come back and say to me why do I pay the same as them I use more. How do I know this?I have been in this business for years and it is always an issueIf I try to have flat pricing someone is always upset with usSo we base our price on volumeThe more you use the cheaper the price. We lowered your price to $per gallonWhy do you pull your car up for gasoline and think nothing of paying $per gallon? YOU drive thereI take my gas to you! That is why our price is higher than you would pay for gas for your own carThe places you have received quotes from are giving you an introductory rateI don't care what they are telling youIf you can get a contract for one year for $per gallon you are welcome to purchase the tank or have the competition drop the same size tank in my yardI want to see the contract you sign firstThe competition needs to build gallonsThey low Ball the market to grow their business pure and simple
A pre buy is not always advertisedWe have minimums there toogallon per year or more and you did not meet that minimumBut we try to accommodate when we can
So I have given you several options to try to resolve this issueI hope this helpsBest regards,
*** ***
Vice President of Operations
I spoke to customer on 8/9/and reviewed her account. The deliveries
that were billed incorrectly have been rebilled at the correct price of $1.99. A refund check totaling $is being Fto customer this includes the security deposit of $plus a credit $for the gas remaining in the tank
Hocon has been in contact with this customer multiple times and offered solutions recommended by the manufacture to try to help the stove and its performanceHocon did not install this customers product, nor did we provide any material for the installationWe only make a site visit if we
are contracted to do the installation, we go to every home to inspect for the installation of the product and measure everything plus we take pictures of everything as wellWe check to make sure there are no roof/chimney problems and that all of the proper parts are ordered to fitThe model was recommended and their expectations were set by the installer as to how well it would work and how it would fit their fireplaceI had conversations of other units, but they emailed me they had picked the ***So they purchased it
10/01/Customer purchases unit w/ 35’ liner kit
10/20/Customer was refunded the liner cost as customer has decided to have their chimney sweep install unit and liner
10/25/Customer emailed me regarding expected performance issues they were experiencing
- I emailed her back to call me to discuss the particular issues she was having
10/25/I spoke to *** *** and I was made aware that he installed a 5.5” liner, not the manufactures recommended 6” linerHe also stated
he was going to put a pipe damper in the liner
- Customers mother came into the store asking about the stove and the installationI explained to her that the damper in the pipe should not be done (installer was recommending in our previous discussion), and to let her son know thatShe stated that they really trust the advice of their sweepI called the manufactures technical dept, with her standing there, regarding the issues and effects the wrong sized liner would have on the performance as well as other “environmental” issues that could be affecting the stove and its outputShe wrote down all the items and was bringing them to Dave that day
- The installer stated he was going to “put a damper in the pipe” during the conversation I had with himI expressed to him that was not safe and should not be done per the manufacture and national codeI told the mother too, as she heard me tell the installer not to do that while I was having the conversation with the installer
- I also went over with E*** *** the installer, the items that the manufactures rep suggested be done to help the customerI asked if they had been doneThey weren’t at this point
Manufactures List below:
• Was the liner wrapped with insulation?
• Was there any insulation and/or a blocking plate added at the fireplace throat to prevent heat loss up the chimney cavity?
• Based on the customers email stating the wood was seasoned for years, manufacture stated the wood may be over seasoned and may have lost its BTU valueThey call this “bunk wood”The manufacture recommended wood seasoned for months to a year and no more
• Recommended a heat probe to see the temperature of the firebox while burning
11/10/*** emailed me talking about the stove over-draftingI responded to the email with information that I had gotten from conversations
I had with the technical department, about possible solutions to the performance issue they were havingI asked that *** call me to
discuss some of the items that the installer was supposed to do to help with the problemHe never did
Hocon Gas and *** *** came to an amicable resolution on March 10, 2014. He has since paid the remainder of his account balance and has continued doing business with Hocon Gas, Inc
If you have any questions, please feel free to contact me at ###-###-#### or ***. Thank you
Regards,
*** *** Revdex.com Complaint #*** In response to case #*** Mrs *** has been a customer of Hocon gas since at that time Mrs *** chose to lease a 1000gal underground propane tank from Hocon for her heating needs She signed a contract and
understood the terms of buying it outright if she chose to Hocon gas has been in business of over years and we feel we give our customers a fair completive price for their propane needs As for other gas company’s quoting low introductory prices that is a common practice for a company to do to gain new customers Hocon offers a pre buy and lock in price in August that Mrs *** has never chose to do As you can see we did try to help her on her last delivery by lowering her price *** *** General Manager Hocon Gas, Inc*** ** Phone: *** Fax: ***
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
Sincerely,
*** *** We will be checking our bank account to make sure we receive the credit
***
Please tell me what you want?
I cant follow your threads they are so long you have completely confused meThanks,
***