P Graham Dunn

Initial Business Response / [redacted] (1000, 8, 2016/01/21) */ We are going to send the back ordered puzzle piece that is now in stock at no charge to complete the orderWe are sorry for any inconvenience we have caused this customer and we hope that this resolves the matter to his satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Troy came to inspect the Napoleon stove after the new motor was correctly installed (initially, the motor was defective and installed backwards and we kept complaining that we were not getting any warm air blown out) two weeks after we had been using it He went onto the roof to check the chimney and chimney cap He also inspected inside the stove, the door and gasket He said that after only two weeks of burning there was a lot of creosote build up everywhere, chimney cap, liner and stove door and gasket and inside the stove He checked our wood with a meter and it was right where it should be So, there were two issues The heat output is NOT what we were told it would be and the build up of creosote after only two weeks So, Troy told us that we may have to have our chimney cleaned every monthThat was NOT what we were told and NOT acceptable He was going to get with the owner of C&MO and also Napoleon to find out why we had such a quick build up of creosote We were told that the Napoleon that we purchased would heat all the way to the back of our houseWhen the stove has a hard time heating the room that it is in, that's a problem People purchase wood burning stoves to heat their homes, not for ambiance In your phone call to ***, you stated to that you have had other complaints about the Napoleon stoves We do appreciate you contacting us with options But, are not happy that it took until now and having to go through the Revdex.com I also sent a letter to Angie's List and the Indiana Attorney General It should not have taken this long Troy inspected our chimney and took our chimney cap in March to get some answers for us You still have out chimney cap and we never heard from Chimney & Masonry Outfitters until now and only after contacting Revdex.com [redacted] is reading the material from the links that you sent as well as other information that he is going over so that we can make an informed decision as to what we would like to see happen He has read the Regency material from the links and will probably need time until next week to read other material too But, we will be contacting you to discuss Thank you, [redacted] Regards, [redacted]

General Manager of Chimney & Masonry Outfitters, Jeremy T***, received complaint on 10/24/from Mrand
Mrs*** about a wood burning stove that was installed in December of The problems that the ***'s are facing were coming from the manufacturer of the wood burning stove not being able to produce the desired heat output to heat the entire homeThis is being caused from tighter EPA restrictions forcing the manufacturer to restructure the designs of the units them selvesThis is something that Chimney & Masonry Outfitters has no control of but will work with the *** to come to a resolutionChimney & Masonry Outfitters has also decided to switch manufacturers, from Napoleon to another brand, Regency, that gives better customer service and warranty solutions to its customersBased on the previous information stated from the issues the ***'s are facing, Chimney & Masonry Outfitters have been in touch with the new manufacturers, Regency, to see about providing an acceptable solution between the *** and Chimney & Masonry Outfitters.November 1st at 11:EST, Jeremy T*** had a phone conversation with Mr*** *** to provide information about replacing the Napoleon unit with a Regency unitIt was discussed that Jeremy will email information to Mr*** about the Regency line of wood burning stoves to see if Regency will be an acceptable unit for the ***Mr*** also stated this information needed to be presented to his wife as well and that they will need some time to discuss this possible resolutionJeremy has given Mr*** his cell phone number as well as email address and will give Mr*** some time to decideFurther contact is needed but Jeremy will give time for Mr*** to think about the option presented to him and discuss options with his wife, Mrs***

Initial Business Response /* (1000, 8, 2016/01/21) */
We are going to send the back ordered puzzle piece that is now in stock at no charge to complete the order. We are sorry for any inconvenience we have caused this customer and we hope that this resolves the matter to his satisfaction.

When I spoke with the owner, Kourtney earlier in the year, he basically told me that he didn't care if I filed a complaint because he had a good Revdex.com rating.  So, what good does that do

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Troy came to inspect the Napoleon stove after the new motor was correctly installed (initially, the motor was defective and installed backwards and we kept complaining that we were not getting any warm air blown out) two weeks after we had been using it.  He went onto the roof to check the chimney and chimney cap.  He also inspected inside the stove, the door and gasket.  He said that after only two weeks of burning there was a lot of creosote build up everywhere, chimney cap, liner and stove door and gasket and inside the stove.  He checked our wood with a meter and it was right where it should be.  So, there were two issues.  The heat output is NOT what we were told it would be and the build up of creosote after only two weeks.  So, Troy told us that we may have to have our chimney cleaned every month. That was NOT what we were told and NOT acceptable.  He was going to get with the owner of C&MO and also Napoleon to find out why we had such a quick build up of creosote.  We were told that the Napoleon that we purchased would heat all the way to the back of our house. When the stove has a hard time heating the room that it is in, that's a problem.  People purchase wood burning stoves to heat their homes, not for ambiance.  In your phone call to [redacted], you stated to that you have had other complaints about the Napoleon stoves.    We do appreciate you contacting us with options.  But, are not happy that it took until now and having to go through the Revdex.com.  I also sent a letter to Angie's List and the Indiana Attorney General.  It should not have taken this long.  Troy inspected our chimney and took our chimney cap in March to get some answers for us.  You still have out chimney cap and we never heard from Chimney & Masonry Outfitters until now and only after contacting Revdex.com.  [redacted] is reading the material from the links that you sent as well as other information that he is going over so that we can make an informed decision as to what we would like to see happen.  He has read the Regency material from the links and will probably need time until next week to read other material too.  But, we will be contacting you to discuss.   Thank you, [redacted]
Regards,
[redacted]