Muffler Doctor

Good morning,I respectfully disagree with the customer and frankly am quite upset with their request.  When this customer called initially in August, they told us they couldn't find this part anywhere.  We explained that we are not a [redacted] dealer and that it would be better for them to contact a respective dealer.  Customer said they tried everywhere and would appreciate any help we could give them.  We spent quite a lot of time trying to locate this part for the customer.  We located it and was a special order.  Now, after using the part for more than two months they are asking us for a full refund.  We do stand behind our products and take great pride in our business.  We respectfully decline their request. Lori M[redacted], ownerFireworks Hearth and Home LLC

We take [redacted] comments to heart and have discussed the situation as a team.  We truly regret that this mix up happened as we do care about our customers.  [redacted] is not "just one customer" to us.  We hope she will give us another chance because she is an important customer to us.  Again, I invite her to give us another try and to contact me directly so that I can ensure she has a better experience.[redacted] OwnerFireworks Hearth and Home, LLC[redacted]
[redacted]
[redacted]

Dear Mrs. [redacted],I'm sorry that we disrupted your special time with your husband and that you were injured. I spoke with the front desk manager who said she indicated to you that a full refund would be applied that day. I have confirmed that the amount was refunded on 6-16-16. Some times it may take...

a few days to appear in your account.  If the credit has not shown in your account by now, please contact me directly at [redacted], but it should be there.I hope you made it home safely and I'm sorry for any inconvenience or discomfort that you may have experienced. Sincerely, [redacted]General Manager

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  thank you for answering the complaint ,  first the date on your invoice reads 8/26/15 , the part arrived while we were away from home  and the  time ( 1st week of oct )  I installed the control o/side air temps were in the mid 80's and 90's which would never require running a pellet stove for heat in fact the a/c was in use ,   when starting the pellet stove the control unit lasted less than 2 weeks in actual part time use which leads me to be unhappy with the control . as for finding a control there are plenty listed from [redacted] and various stove parts vendors .   we purchased from you mainly on the fact we are from Ct.  still there is nothing on the invoice concerning warranty or restocking charge and I was told you had 1 or 2 controls in stock nothing was mentioned about finding one , special order and so on by you the dealer , also I was not told to find a [redacted] dealer first  . I am seeking adjustment from you for a defective part.    hate to but legal action may be required !     thank you , [redacted]

Complaint: [redacted]
I am rejecting this response because: of the statement of the stove company store .   the part in question was sent to us , I never set foot in the store to read any store policy on returns or any restocking policy nor any information concerning such is stated on the invoice which sets in front on me at this moment ( invoice number [redacted] ) further the label on the part says warrant void if seal is broken which would require taking control in question  ( unit stopped working after a very short ( see 1st complaint ) time and yes it was not installed we received because we were away and not home . The statement to contact the stove manufacture is wrong as the part does not in any way seem to be a [redacted] factory product and was sold by the stove store in question , as for special order by them I was told they had one or two in stock at the store , nothing was spoken as to special order.  I really feel this is a 200 dollar defective part which the store will not stand behind  ,  I feel they did not explain the warranty when ordering or any information on or in the invoice we received and should be not selling products they cannot or will not back up .  thank you !
Sincerely,
[redacted]

Dear Mrs. [redacted],I'm sorry that we disrupted your special time with your husband and that you were injured. I spoke with the front desk manager who said she indicated to you that a full refund would be applied that day. I have confirmed that the amount was refunded on 6-16-16. Some times it may take a few days to appear in your account.  If the credit has not shown in your account by now, please contact me directly at [redacted], but it should be there.I hope you made it home safely and I'm sorry for any inconvenience or discomfort that you may have experienced. Sincerely, [redacted]General Manager