Rons Wood N Things

I am writing in response to a letter that I received on the 16th of December regarding Case ID# [redacted].  This is with homeowner [redacted] bought a Hearthstone Tuscon DX gas stove from us in January of 2013. ...

Shortly after purchase and install, the unit control panel failed.  I took a different unit that we had at our store out to the address mentioned above and installed it as a loaner stove and brought the Tuscon stove back to the shop.  I replaced the bad control board and then tested the stove in my shop for several weeks to be sure the problem was corrected.  The manufacturer, [redacted], was having an issue with their units and I had one other unit that had done the same thing so I wanted to be sure it was in good working order before taking back to the customer.   After I was sure that the Tuscon was fixed, I returned the unit and brought back the stove that was given as a loaner.          The unit had worked fine after that time and I was called back in Sept of 2016 and serviced the unit for Mr. [redacted].   We received a call on November 21st from Mr. [redacted] saying that the unit had stopped working.  My office manager told him that we were booked up for a few weeks on installs and service calls but would work him in asap.  Mr. [redacted] called on Nov. 28, then again on the 30th.  Our office kept him up to date on our progress.  These units are sold as supplementary heat sources.  This is our busiest time of year and we process all calls as they come in.  Mr. [redacted] was not satisfied with this timeframe and then went to a different dealer in Phelps, N. Y. and was bad mouthing us as I received a call from that dealer.   I have since been in touch with the Manufacturer, [redacted], about this matter and they said the warranty on the controls of this unit are no further under warranty and they will do nothing for the homeowner about this problem.  Now that Mr. [redacted] has contacted the Revdex.com about this matter and was not very truthful, we also will do nothing about this matter.  I feel we went above the norm to give Mr. [redacted] a loaner unit at the beginning.  He does have electric heat so for him to lie and say he has been without heat is not correct.  Electric is not that much more than the propane he uses for the stove and he could have waited a few more days and we could have solved the whole issue.  My experience with this person is that he has a very impatient demeanor and just flies off when things aren’t done as fast as he thinks it should. I am done with this issue. We take pride in our impeccable reputation and we have only but satisfied customers here. Thank You.