Mr Brian Martin

We purchased a Portage and Main outside wood boiler 5 years ago, in Potsdam NY, this person [redacted] is no longer selling them therefore, we have to go threw the Manufacturer in Canada, his name is [redacted]. [redacted] First his secretary [redacted], wrote me an invoice which showed the part being fully warrantied and no shipping cost, and all ready to ship, until [redacted] came back and told [redacted] nope the shipping cost is now $600. The baffle which is in the heat exchanger is rusted threw and has three holes leaking water out, [redacted] I would ask [redacted] of Heat smart plus, to put the part which weighs 250 pounds on one of the Trucks that deliver these outside wood boilers, to the United States, and I was willing to have my Truck company go pic up the part[redacted] Wants to charge freight costs when this part is under Full warranty.Product_Or_Service: Portage and MaDesired SettlementI would like the replacement part delivered at no freight costs to the states as close to Watertown NY as heat smart plus could and I would take care of the rest.Business Response I was asked to arrange the shipment of a warranty replacement part to [redacted].In accordance with our Warranty, we supplied the part (a heat exchanger for an outdoor furnace) at no cost.[redacted] was asked to pay the freight of $600 and the part would ship on the next truck that week, which was due to leave soon.That $600 included US Customs entry and brokerage charges.[redacted] then contacted me and said that she had arranged for her own truck to pick up directly from the factory in Piney, MB. [redacted]I sent her a sales confirmation [redacted]This clearly shows that the part was at no charge and that [redacted] had arranged a truck herself. We would still be willing to arrange a truck to deliver to [redacted] so long as they can pay the trucking costs.[redacted] We want to get this situation resolved quickly to keep our Customer happy. Please let me know if there is anything else we can do. Thank you. [redacted] Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This is the actual Invoice that the company Heat Smart Plus, said they would fully cover everything for our wood boiler, because the part was under warranty. [redacted] Also, [redacted] secretary stated [redacted] "your part for the wood boiler [redacted] should be fully covered under warranty. [redacted] The next day [redacted] from heat smart plus called me and said, No [redacted] You [redacted] are responsible for the $600, freight cost & my secretary [redacted], made a [redacted] mistake on the invoice, [redacted]Business Response I think we've satisfied [redacted]'s complain now.We shipped out a new heat exchanger for her stove with no cost for shipping.

Failure to correct the defect in manufacturing.I purchased an outdoor wood burner furnace from a dealer from Heat Smart on 9.7.12. I installed the unit and noticed that the water level indicator never worked. Called the dealer, he said some of the units come out of the factory with one step in the making of the unit not done, which is vent hole to let air out of the unit so the water level can go up and have the water level indicator work. I have talked to their dealer, [redacted] two people at Heat Smart Plus, the fist one I didn't keep his name and a [redacted] last year trying to get the problem fixed. [redacted] I called Heat Smart Plus again on 9.27.15 talking to [redacted] about the problem and just got the run around again. [redacted]. Then heating season starts again, this is not the time to fix a unit that has 180 degrees water in it on the inside and freezing temps outside.This spring I called [redacted] again about the problem, told him I would like to get it fixed this year. He asked if I was "handy" as it is a simple fix. It didn't sound simple to me. He asked if I knew of a repairman around here that might be able to fix it. I gave him the name and phone number of the man and true to form, nothing happened.In June of this year I called [redacted] again about the problem. I suggested that they replace the unit I have, a gasification unit with a much cheaper conventional unit. The warranty says they have the option to repair or replace a defective unit. I told him not only does my unit have this problem but their salesperson grossly under stated the complexity of using gasification unit to really grossly under stating the amount of cleaning the unit would be needing. There is no health warning on the unit or in the operating manual about breathing in the ash while cleaning the unit. [redacted] said they wouldn't do that but would give me a good deal on a conventional unit. He quoted me $6000 plus $400 freight and I keep the gasifier.On 7.28.16 I called [redacted] and just got his voice mail and left a message that I didn't want that deal and to fix my unit because all that would be really happening was I would be spending over $18000 on a furnace and the company would just be selling another furnace and taking no responsibility for their products.[redacted].I would like Heat Smart Plus to bring out the model [redacted] wanted to sell me (model [redacted]) and take the gasifier back and repair it and sell it as a used unit.With all the run around Heat Smart Plus has given me and the fact that we would be trading a [redacted] for a [redacted] (purchase price of a gasifier in 2012 at $12000 and the conventional unit quoted at $6000) Heat Smart would still have some value in my unit to fix it and resell it.Desired Settlementrefund the money we paid for the unit