R.A.C. Mechanicals

On the above stated date I did install a log set at Janice whitcomb's homeAfter she complained of a smell I went out to her home numerous times to try and solve problemI talked to the log set company and we went over all of installationAt that time it was thought that the logs had not "
burned off " completely and we removed logs to test theroryJanice expressed that it was better but still an smellI advised her that vent free log sets do give off a smell which she said she was never advised of from Valley Fireplace in cantonWhen talking with the tech from the log company he never expressed a concern of a smell due to the back of the fire box being 1/inch too shortHer fire box was used for wood previously so as far as there being a fire hazzard from any log or flame touching fire box that wouldn't be so
I will remove log set, gas line, repair wall and refund towards origionl install.
I believe I went above and beyond for this matter, I was not contacted to remove set and refund before this was reported to Revdex.com
Thank youJ*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10024200, and find that this resolution is satisfactory to me.
I have received  a smaller gas log set and fender hood from the manufacturer and I would like JL to install this at no extra charge. I appreciate JL's offer to work with me to avoid further frustrations. I will contact JL via his cell phone next week. 
Sincerely,
Janice Whitcomb

I understand Janice's frustration however as the sizing of the log set goes I do not size I install. I originally measured fire box and gave them to the fireplace store. They size and give the customers options on different log sets.. 
 My offer still stands and it would be best for Janice to contact me directly to go over scheduling and options. I believe the fireplace store should take the wrong unit give her the right one and they could sell it as used to someone with the correct size firebox. 
 It is my opinion that if we all worked together instead of pointing fingers this would have been solved from the get go.
I am very proud of my customer service, I go above and beyond for my customers, and this is the first time I have ever had a report to Revdex.com. My rating has been an A.... I hope this can be solved w out any more frustration.
 
  Thank you.... [redacted]n. Owner of RAC Mechanicals

Review: I went to [redacted] CT to purchase a gas log for my fireplace. I told [redacted],salesman, I was interested in a gas log so that I could heat my living area when the power went out. He said a vent-free log set would provide more heat. I was not told log set wouldn't run more than 4 hrs w/o depleting the oxygen level in the house or that it emits a gas odor. I asked [redacted] if someone could come out and measure to be sure that I could have a gas log set in my fireplace. I was told RAC Mechanicals could check the gas line and the measurements of my fireplace and was given their business card by [redacted] of RAC Mechanicals came out and confirmed that I could get the 16" vent free log set. I purchased the PETERSON 16" vent free gas log set from Valley for $1499.53 On 12/16/13, RAC Mechanicals installed the logs for $575.00. Since installation, I have had problems with foul odor, stinging eyes and headaches. [redacted]n has been out to check log placement, gas pressure and measurements. Minimum rear measurement is short 1" and logs touch the back wall. [redacted]n did not think this was a problem but according to the manufacturer it is. There are minimum requirements and my firebox does not meet them. Also, the fireplace surround heats up, causing a flammability situation. I am unable to use gas logs due to problems mentioned.Desired Settlement: Refund of installation and permit and restoration of fireplace and gas line.

Business

Response:

On the above stated date I did install a log set at Janice whitcomb's home. After she complained of a smell I went out to her home numerous times to try and solve problem. I talked to the log set company and we went over all of installation. At that time it was thought that the logs had not " burned off " completely and we removed logs to test therory. Janice expressed that it was better but still an smell. I advised her that vent free log sets do give off a smell which she said she was never advised of from Valley Fireplace in canton. When talking with the tech from the log company he never expressed a concern of a smell due to the back of the fire box being 1/2 inch too short. Her fire box was used for wood previously so as far as there being a fire hazzard from any log or flame touching fire box that wouldn't be so.

I will remove log set, gas line, repair wall and refund 250.00 towards origionl install.