Complaint: [redacted]
I am rejecting this response because: on 01/4/2017 I contacted Orleys about another issue with the stove. I talked with Michael again. I notified him I needed to order a few parts for my stove, because I finally figured out my first problem, after talking with Breckwell and a few other stove companies online. Michael told me it would take until approx 1/6/2017. Now, we had a storm with 8 inches for snow so I knew it would take a bit longer. 1/6/2017 came and went without a phone call, which was expected. I was fine with that. On 1/9/16 Daniel left me a message. I was unable to answer because I have a job. I called them back ok 1/11/17 and asked for Daniel. I was told my staff that it was his day off. So I spoke with Michael again about my order I had asked to be shipped. He told me since Portland had a snow storm it would take prob until Monday for it to get here. As of 1/21/2017 at approximately 1806 hours I have not gotten a call from them about that order. There is no way on this earth that order should be delayed. Portland is snow free and so is the Valley. I called them from my cell phone and my work phone and I have all the contact information and phone records to prove this.Secondly. Orleys is right. When their tech Chris would come out, it would turn on. The problem is he would not try to duplicate the issue when he was there. He would not spend that's much time at all at my residence to help. I expect when I ask for assistance from a company, where I spent over $2,000 in their store, just on the stove and over $1,000 on Wood Pellets they would take time to get to the bottom of the problem.
Sincerely,
[redacted]
We have continuously tried to contact the customer and he has not responded. He did finally answer today 1-27-17 to tell me he was coming in to pick up the parts. We have also offered to install them at no charge to him. He accepted our off to install and our repair tech will be contacting him today to set up an appointment to do that. Our last conversation was to have him bring the stove down to us if it continues to act up so we can properly monitor it and get an accurate diagnosis.
To whom it may concern,We have tried numerous times to fix this pellet stove. Every time our technician went to the customers home the unit was working. We have been trying to contact the customer, the last call was 1-9-17 and they are not answering or returning our calls. We are more than happy and...
willing to fix this problem. We have been heating customers homes in this valley for over 50 years and have always prided our company on it's customer service. Please let us know what else we can do to resolve this problem.Thanks you,Orley's Stove and Spas
Complaint: [redacted]
I am rejecting this response because: on 01/4/2017 I contacted Orleys about another issue with the stove. I talked with Michael again. I notified him I needed to order a few parts for my stove, because I finally figured out my first problem, after talking with Breckwell and a few other stove companies online. Michael told me it would take until approx 1/6/2017. Now, we had a storm with 8 inches for snow so I knew it would take a bit longer. 1/6/2017 came and went without a phone call, which was expected. I was fine with that. On 1/9/16 Daniel left me a message. I was unable to answer because I have a job. I called them back ok 1/11/17 and asked for Daniel. I was told my staff that it was his day off. So I spoke with Michael again about my order I had asked to be shipped. He told me since Portland had a snow storm it would take prob until Monday for it to get here. As of 1/21/2017 at approximately 1806 hours I have not gotten a call from them about that order. There is no way on this earth that order should be delayed. Portland is snow free and so is the Valley. I called them from my cell phone and my work phone and I have all the contact information and phone records to prove this.Secondly. Orleys is right. When their tech Chris would come out, it would turn on. The problem is he would not try to duplicate the issue when he was there. He would not spend that's much time at all at my residence to help. I expect when I ask for assistance from a company, where I spent over $2,000 in their store, just on the stove and over $1,000 on Wood Pellets they would take time to get to the bottom of the problem.
Sincerely,
[redacted]
We have continuously tried to contact the customer and he has not responded. He did finally answer today 1-27-17 to tell me he was coming in to pick up the parts. We have also offered to install them at no charge to him. He accepted our off to install and our repair tech will be contacting him today to set up an appointment to do that. Our last conversation was to have him bring the stove down to us if it continues to act up so we can properly monitor it and get an accurate diagnosis.
To whom it may concern,We have tried numerous times to fix this pellet stove. Every time our technician went to the customers home the unit was working. We have been trying to contact the customer, the last call was 1-9-17 and they are not answering or returning our calls. We are more than happy and...
willing to fix this problem. We have been heating customers homes in this valley for over 50 years and have always prided our company on it's customer service. Please let us know what else we can do to resolve this problem.Thanks you,Orley's Stove and Spas