Kozy Wood Heating Center

This email is in response to complaint filed ID# [redacted] The following is an account of the history with [redacted] 12/2/16- Customer came into store and said that another company had ran all new gas line for appliances and needed a new Natural Gas valve for his gas log setI told him the price for the valve, he prepaid for it and I told him I would call him when it came inSee Attached Invoice# 12/9/16- I called the customer & left a message informing him that the valve was inWhen he called back was when he mentioned that he wanted us to install the valveI told him that it would be $per hour & our first available time would be 12/23/He scheduled the appointment for that dateSee Attached Invoice# 12/23/16- Technician went out to customer's houseHe removed existing gas log burner & ember materialHe installed new valve on burner and reinstalled burner with sand & ember material for Natural gas burningTechnician tried to fire off gas log set and found that the gas line hooked to the gas log set was not tied into the new gas line that was installedThat company had stopped the gas line outside of the fireplace & cut the line going into the fireplace, giving the perception that the gas line was attached to the gas log setThe technician told the customer what he found and told him we would let him know an estimated job cost after the holiday weekendThe technician did not get back to the shop until after business hours that evening after spending hours at the job site($150.00) 12/28/16-Technician called the customer & gave him an estimated job cost of $to finish running the gas line into the fireplace from where the previous company stopped the gas lineWe informed the customer that when we re-plumb a house from Liquid Propane to Natural Gas we plumb to all the appliancesWe could not understand why his previous company had not ran the gas line to the log setWe never stated that we would not run the gas lineSEE Attached [redacted] Estimate In Late January, customer contacted us and informed us that the previous company had come out and finished installing the gas line into the fireplaceBy his own statement, that company hooked up the gas log set and had it ready for fire upI scheduled a day for the technician to return to the customer's house2/16/17-Technician correctly repositioned logs on burner, fired off log set, and found that air mixer would not close down enough for natural gasUnhooked valve and removed air mixer (minutes of work)Reinstalled valve & burner with all new sand & embers since previous sand and embers had foreign material in itTechnician also explained operation of valve & gas log set to customer since log set was installed by previous owner of the homeAltogether, the technician spent 1/hours at the customer's house the second timeWe did not charge for the 2nd bag of sand and embers or the extra 1/hour of service time($63.72) 2/27/17-Billed customer for work completedSEE Attached Invoice #4/18/Re-billed customer asking to please pay by May 1st since invoice was days past dueSent 2nd bill to same address as first bill4/24/Customer called to complain about billStated that he never received first bill(Bill was never returned to my office.) I explained that I wrote off the 12/23/Service Call fee (Which was hours long) and the sand and embers for the gas log set bedBoth of which came to an amount of $I told him that I could reduce the cost by $but I could not reduce the bill any furtherThe delays in use of his fireplace were not caused by any delay on our partWe responded promptly when we found trouble and then waited for the customer to get back to usWe tell customers that payment is due at time of serviceI delayed the 2nd billing by an additional month and did not charge him a interest fee for being over days We would appreciate payment of $from this customer since we did not charge him for all of our time and materials (Total amount I have waived $including the $I offered him over the phone) Thank You, Tamra M [redacted] Kozy Wood Heating Centers, IncBroadway North Bend, OR Phone: (541) 756-Fax: (541) 756-0137***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

In December I purchased a conversion kit for our gas log set At the time of purchase I indicated that we needed it to be installed and we were not quoted a price for installation so I was led to believe the quote included it Late in December they came to install it and we were told that because the new gas line was not run all the way to the log set, that they would not be able to complete the job After a significant delay they contacted me with a very expensive quote to run the line I contacted the contractor who did the new line installation and they were very surprised that Kozy Wood wasn't able to do the work and they came out and ran the line all the way into the fireplace and connected the log set Once this was complete, I called Kozy Wood to come out and fire it up to check it When the tech came, he ended up spending hours, pulled out the work that the first guy had done and completely rebuilt the unitKeep in mind that it was completely hooked up at this point