Kindle Wood Hearth And Home

Revdex.com:At this time, I have not been contacted by Kindlewood Fireplace Corp regarding complaint ID [redacted] .I have resolved the matter myself.The email reply from [redacted] in which they stated the item was ordered --- per the distributor they never received any order from them for my missing stove itemAs I said in a previous correspondence I drove to the distributor and made the exchange and now have what I need to complete the installation of my wood stove insertSincerely, [redacted] ***

we have spoken to the manufacturer and homeowner about a part that needs to be replaced, we are awaiting the arrival of this part and have been in contact with the homeowner regarding this issueit is a manufacturers recommendation to replace this part and we are just the middle party resolving
thiswe can not make any refunds at it is the manufacturers process to replace parts till unit is in good working order

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
although the company did get back to me today what they told me and what the manufacturer said were to different thingsThe part they are talking about(pilot hood) I was told by the manufacturer was dropped off in their store alreadyWhen I spoke to *** today he told me it was notAt that time I told him I spoke with *** from the manufacturer this morning about my problem and that not only was the pilot still going out but that now I have a beeping noise coming from the control module*** said it sounded like the control module need to be replacedWhen I told *** this he said he would call *** and talk to him and then get back to me, I haven't heard from him since.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

as of today11/**/we have added a pilot shield to *** ***'s fireplace insert it seems to be in running ordershe has acknowledged that it is working better, and as of the end of today is still workingwe have told *** *** if there is still an issue after the weekend to contact us so we can take the next step with the manufacturer

we are aware that the correct surround was not given to [redacted]. we have re ordered and was told by the distributor that the correct surround would be to us in 3 weeks as it was on back order. this is the info that was given to us.[redacted]

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear [redacted], ([redacted])Though you state that you have ordered the surround piece which I have been waiting for since January the distributor has NO order on file for this piece. The fact that you state it will take 3 weeks to get this surround is not acceptable.  I have decided that due to your  poor track record in communicating  I am driving to Vermont and will pick up the surround directly from the Morso distributor. I wish you success in your business and that this complaint shall give you pause to provide better customer service. Sincerely,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely, [redacted]

Revdex.com:At this time, I have not been contacted by Kindlewood Fireplace Corp regarding complaint ID [redacted].I have resolved the matter myself.The email reply from [redacted] in which they stated the item was ordered --- per the distributor they never received any order from them for my missing stove item. As I said in a previous correspondence I drove to the distributor and made the exchange and now have what I need to complete the installation of my wood stove insert. Sincerely,[redacted]

April 2015 we hired Kindle Wood Hearth & Home (may also be known as King Gibralta) to install our gas fireplace unit. The unit has never worked properly. Even though we paid for a brand new unit, the company installed a "used" (possibly damaged refurbished unit). A technician attempted to service the unit, however, they are claiming we need to pay for more parts and service (even though the unit was allegedly brand new). To date, the organization does not return our calls or correspondence. We are taking the company to Small Claims court. We want to unit removed and we want to be fully refunded all our money.

Review: I have called numerous times over the last 2 months to rectify the following:We were given the wrong metal surround for our wood stove insert.I called and was told the part was on order.When I did not hear back after 3 weeks and no one answered the phone I called the distributor in Vermont. They had not received an order for the part from [redacted]. I spoke 2 weeks ago to an employee at [redacted] who in turn called the [redacted] to find out what was going on...The claim was an issue with the distributor and thus the [redacted] had lied to me several months previously that the part had been indeed ordered. The [redacted] again promised to rectify the situation and 2 weeks have gone by and no work from [redacted] the [redacted]. I have left numerous messages. It turns out the distributor for Morso stoves finally said that no one answers their calls at [redacted] and that someone send us the insert from the [redacted] warehouse BUT sent the wrong part and does not have the correct part and has not ordered the part.Desired Settlement: We want the correct metal surround that we paid for our MOrso standard 5660 insert. We have the version that belongs to a different MORSO that has a blower unit. The distributor has been very helpful and said that they would ship us the part but have not had much luck with [redacted] or [redacted] not damaging the metal surround..it gets bent etc...they prefer to ship these items with the stove. It seems that [redacted] is not in good standing with the distributor.

Business

Response:

we are aware that the correct surround was not given to [redacted]. we have re ordered and was told by the distributor that the correct surround would be to us in 3 weeks as it was on back order. this is the info that was given to us.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear [redacted], ([redacted])Though you state that you have ordered the surround piece which I have been waiting for since January the distributor has NO order on file for this piece. The fact that you state it will take 3 weeks to get this surround is not acceptable. I have decided that due to your poor track record in communicating I am driving to Vermont and will pick up the surround directly from the Morso distributor. I wish you success in your business and that this complaint shall give you pause to provide better customer service. Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Kindlewood Fireplace Corp regarding complaint ID [redacted].I have resolved the matter myself.The email reply from [redacted] in which they stated the item was ordered --- per the distributor they never received any order from them for my missing stove item. As I said in a previous correspondence I drove to the distributor and made the exchange and now have what I need to complete the installation of my wood stove insert. Sincerely,[redacted]

Review: I purchased a gas insert from the company on 6/**/2013. When it was installed 8/**/2013 it had a defective blower. I called several times to have it fixed. Finally after months of calls the company came to fix the problem. After using the product a few times the pilot light kept going out. Again after several calls to the company,(with no response from the company) I got in touch with the maker of the unit and they had a representative call Kindle Wood who then called me and set up a service call. One week after they left the same problem happened again. Now no one is getting back to me about this problem. The product was defective from the start and now everyone is dropping the ball. I have tried to work with them over the past year, but have gotten no where.Desired Settlement: I would like a refund of the 3,900.00 I paid for the unit. I can't trust that this will ever be resolved otherwise.

Business

Response:

we have spoken to the manufacturer and homeowner about a part that needs to be replaced, we are awaiting the arrival of this part and have been in contact with the homeowner regarding this issue. it is a manufacturers recommendation to replace this part and we are just the middle party resolving this. we can not make any refunds at it is the manufacturers process to replace parts till unit is in good working order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

although the company did get back to me today what they told me and what the manufacturer said were to different things. The part they are talking about(pilot hood) I was told by the manufacturer was dropped off in their store already. When I spoke to [redacted] today he told me it was not. At that time I told him I spoke with [redacted] from the manufacturer this morning about my problem and that not only was the pilot still going out but that now I have a beeping noise coming from the control module. [redacted] said it sounded like the control module need to be replaced. When I told [redacted] this he said he would call [redacted] and talk to him and then get back to me, I haven't heard from him since.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

as of today11/**/14 we have added a pilot shield to [redacted]'s fireplace insert it seems to be in running order. she has acknowledged that it is working better, and as of the end of today is still working. we have told [redacted] if there is still an issue after the weekend to contact us so we can take the next step with the manufacturer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,