Our first contact with the customer after the installation was completed was on 11/17/15. The customer called and said that the pellet stove was not working. We went to the house for a service call the next day, on 11/18/15, and determined that the circuit was tripped, and that nothing
was wrong with the pellet stove. Once the circuit breaker was reset, the stove functioned as designed. The customer has an older home with an electrical system that is apparently original to the house. A subsequent visit to the house by the installer, who is also a licensed electrician, revealed that electrical conduit that is exposed to the elements on the roof was open, allowing water to make contact with the wiring, and was even allowing water to drip into the household circuit panel itself. These electrical problems existed prior to the pellet stove installation and must be fixed by an electrician for the pellet stove to work properly. A typical small appliance circuit is to amps, and the pellet stove is limited to drawing only amps maximum. If the stove draws more than this, a fuse inside the stove will blow, shutting the unit down. The fuse on the pellet stove is not blowing, which means the household circuit itself is the problem. The circuit will continue to trip unless the pre-existing electrical problems in the house are resolved. The customer needs to hire a licensed electrician to do this work. To sum up, the problem is not with the pellet stove but with the household electrical system. Once the household electrical problems are resolved, the pellet stove, or any other appliance on the circuit, will no longer trip the circuit. We have communicated all of this to the customer and we always regret when customers are unhappy, but in this case the problem is not with our product. The solution to the problem is to hire a licensed electrician to fix the house's pre-existing electrical problems. We think that we have responded the customer's complaints promptly and professionally and we remain ready to address any warranty issues with the pellet stove that arise
I spoke to *** *** today and he was unaware that his wife had made the complaint and does not agree with the complaint. He acknowledges that the house had pre-existing electrical problems which were not our responsibility to identify or repair, and that these pre-existing problems had to be fixed before the pellet stove, or any appliance on the defective household circuit, would work properly. He agreed with me that we have been responsive to their requests for service, and in fact we are scheduled to take another look at the pellet stove in the next week or so. As I mentioned before, we are very willing to respond to requests to repair the stove under warranty, but we are not responsible for identifying or repairing electrical problems in the house that are not related to the pellet stove
Complaint: [redacted]
I am rejecting this response because: First, each time they came to check the problem, not once did they go up on the roof to fully check the electrical work performed by their contracted install electrician. After much frustration, the original electrician contracted by Mountain West did not do it correctly. The original contracted electrician was from [redacted], [redacted]. The electrical work performed was sub standard and faulty. The final technician sent after this complaint was submitted has now broken the unit and it no longer works at all. The unit does not operate after the technician attempted to "fix" the problem. Again, we have paid for a Non functioning unit. The electrical issue has been corrected at our own expense and we will pursue resolution legally should this complaint not be resolved via Revdex.com.
Regards,
[redacted] And [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
Our first contact with the customer after the installation was completed was on 11/17/15. The customer called and said that the pellet stove was not working. We went to the house for a service call the next day, on 11/18/15, and determined that the circuit was tripped, and that nothing
was wrong with the pellet stove. Once the circuit breaker was reset, the stove functioned as designed. The customer has an older home with an electrical system that is apparently original to the house. A subsequent visit to the house by the installer, who is also a licensed electrician, revealed that electrical conduit that is exposed to the elements on the roof was open, allowing water to make contact with the wiring, and was even allowing water to drip into the household circuit panel itself. These electrical problems existed prior to the pellet stove installation and must be fixed by an electrician for the pellet stove to work properly. A typical small appliance circuit is to amps, and the pellet stove is limited to drawing only amps maximum. If the stove draws more than this, a fuse inside the stove will blow, shutting the unit down. The fuse on the pellet stove is not blowing, which means the household circuit itself is the problem. The circuit will continue to trip unless the pre-existing electrical problems in the house are resolved. The customer needs to hire a licensed electrician to do this work. To sum up, the problem is not with the pellet stove but with the household electrical system. Once the household electrical problems are resolved, the pellet stove, or any other appliance on the circuit, will no longer trip the circuit. We have communicated all of this to the customer and we always regret when customers are unhappy, but in this case the problem is not with our product. The solution to the problem is to hire a licensed electrician to fix the house's pre-existing electrical problems. We think that we have responded the customer's complaints promptly and professionally and we remain ready to address any warranty issues with the pellet stove that arise
I spoke to *** *** today and he was unaware that his wife had made the complaint and does not agree with the complaint. He acknowledges that the house had pre-existing electrical problems which were not our responsibility to identify or repair, and that these pre-existing problems had to be fixed before the pellet stove, or any appliance on the defective household circuit, would work properly. He agreed with me that we have been responsive to their requests for service, and in fact we are scheduled to take another look at the pellet stove in the next week or so. As I mentioned before, we are very willing to respond to requests to repair the stove under warranty, but we are not responsible for identifying or repairing electrical problems in the house that are not related to the pellet stove
Complaint: [redacted]
I am rejecting this response because: First, each time they came to check the problem, not once did they go up on the roof to fully check the electrical work performed by their contracted install electrician. After much frustration, the original electrician contracted by Mountain West did not do it correctly. The original contracted electrician was from [redacted], [redacted]. The electrical work performed was sub standard and faulty. The final technician sent after this complaint was submitted has now broken the unit and it no longer works at all. The unit does not operate after the technician attempted to "fix" the problem. Again, we have paid for a Non functioning unit. The electrical issue has been corrected at our own expense and we will pursue resolution legally should this complaint not be resolved via Revdex.com.
Regards,
[redacted] And [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]