Shield Home Inspections, Inc.

To: *** *** *** @ Revdex.com ID #*** In Reply to *** *** complaint filed 1/8/2016We Installed the ***'s *** *** *** Pellet stove on 8/13/15.The day of the installation we cut a wire by accident that we did not notice this when we cut a hole thru the outside wall for
an fresh air kit for the stove which was later found when the homeowner could not use their Electric range.We sent an electrician the next day to repair the wire and paid the invoice of $toTake care of a problem that we had causedThe electrician was called by the ***'sthat they were having problems with a front porch light that the electrician took care ofbut stated that it was probably caused by mice chewing on wires and had nothing to do with whatwe had doneThis bill was also taken care of.I received a message from *** *** on my phone that they wanted to have the thermostat moved because it was cycling off too soon because it was too close to the stove so I had called back and left a message shortly after.I then received a call from *** Customer service that they got a complaint from the ***'s about the thermostat and all the problems they had with the wiring(Which I thought was unusual that they felt the need to contact the manufacturer since we have taken care of everything so far in timely manner.)I called Mr*** again and he did return my call In a few days and we decided to move the thermostat for him into the laundry room to see if it would be a better location for him.Mr*** called back and said the thermostat seemed to work well in this location and wouldlike it mounted permanently, so I sent a installer out to run the wire behind the door trim.On Monday 10-19-@ 2:*** left a message on my phone that Friday the 17th he had a min.Fire-temp error code on his stove control board and also on Sunday the 18thI gave this to my serviceManager *** *** and we had a tech come out after 3:as instructed by the ***'s.The service tech found that the bottom of the hopper where the pellets are loaded had a lot of saw dust and was restricting the feeding of pellets causing the stove to shut down, our tech Eric cleaned out the hopper and checked over the operation of the stove and instructed the customer about watching out for the dust build up, it had looked like some of the pellets may have gotten wet and got soft.On Saturday 1-2-@2:*** left a message on our answering machine that he was having problems and if we didn't take care of he wanted his money back.We close @ 2:on Saturday and are closed on Sunday so we did not get his message until MondayMorning and left a message @8:on 1-4-and we were called back and dispatched Clay one ofour service techs to go out and when Clay arrived the Wall control stated a minimum fire temp errorcode and missed ignition(But the customer was running the stove.) This was a different issue then the last call and when the serviced tech shut the stove off he noticed a large clinker in the flrepotwhich can happen and may need inspected when doing cleaningWe explained the cause and how to maintain and went over the operation of the stove and test fired.On 6-6-@ 5:and 5:they left a message on my service manager's phone that they were havingproblems again and Geoff was out of the office on a service call and did not get the message until themorning of the 7thThey said that the Firepot tow temp, error code came back againSo just to make sure there wasn't anything we were unaware of we called *** a tech from the manufacturer and told himwhat was happening and he confirmed to us that only things can happen when this error code comes upEither the stove ran low on fuel or low flame height which can either be turned up on thecontrol panel or stove may need cleaned.Mrs*** was Called and our tech Clay was dispatched to her house.Clay stated to me that he was invited into her house and she stated the stove is a lemon andwanted her money back and for him not to touch the stove unless he was removing the stove.She was using profane language towards Clay and when she was finished he asked her how she wanted him to proceedEither he can call Geoff his manager and tell him that you don't want any service orhe can do the service callShe stated if she refused the service that she could not file a claim to the Revdex.com against Pennwood,She did state the only time the error code comes up Is when her husband leaves town for work.This led my service tech to believe that the hopper was not getting filled up enough, the weatherUp to this point had been pretty warm and they probably were using more pellets causing the low temp error code to come upBoth times Clay said the stove was running when he arrived and sincethe stove was restarted he could not determine what may have caused the error readingClay hadasked the 1st time he was out that if she had an error code to leave the stove as is and call us.This would help us greatly to determine what the issue may be whether it Is owner error ora stove malfunction and help resolve the Issue.On their behalf, I'm sure that they are frustrated when something is not working and they are trying to keep their house warm.Pennwood Corporation has been in business for years and we due pride ourselves on our service to The customer.In Closing:The stove they purchased has a manufacturer warranty that covers parts and labor for two yearsJust a note: We do not get paid for warranty If we do not find a problem that Is related to a stoveproblem and replacing a partWe have been doing these calls at no cost to the ***'s and will continue as long as they are doing their yearly seasonal maintenance or contracting to have us do It.We only sell supplemental heaters and are not the customers main heating system, theyare being used to save the customer money on their primary heat or to be warmerWe service days a weeks and some nights long after closing but we do not have hour service and very few companies in our business do unless they sell HVAC equipmentSo we may not be able to be there every time that someone has issue's but If you look over the dates of complaints and when the call was made I think we are pretty responsive.I'm sorry that *** thinks that I was hiding from her but the problem she was having a muchbetter handled by my service manager and the calls were not left on my extension and maybe after getting calls from the manufacturer it may have made me not think they wanted to talk to me.Jeff B***, President of Pennwood and the salesman of their stove

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI don't see how mice chewed through my outside light wires when my outside light is feet off our porchYour service techs are the ones that adjusted the flame height on the stoveI do not swear, but if you have to deal with getting up 2-a.m to see if this piece of junk stove is working you'd be upset tooWe spent a lot of money on something you have to babysitAs for the wet pellets, well they were your pellets so I guess you sold us junk wet pellets also.Here are the dates this stove wasn't working: October 16-18-19. November 13-14. December and January 2-3-6-It'll keep saying min fire temp pot and miss fireThey have a machine that can be hooked up to the thermostat, but they wont do thatThe last guy that was here said he believed us, that's why he wouldn't hook it upAlso my husband does not work out of town, he works miles away and works weekendsYour service tech that was here said that we had a clinker, in the burn pot that's why it wouldn't burnIf there was a clinker in the burn pot, why wasn't we shown itAll your tech did was lay on blanket on the floor and take pictures of the stove and dig at the burn potAlso your installers cut the belly of our home, not once but TWICEThey cut holes underneath of our home and for what we have no idea and its still openThe holes were NEVER there, until your installers came to my home and started cutting and drilling screws into our wires and it was trying to catch on fire in the wall, because one of your installers that you said worked for you for years(The pictures are attached.) This stove and having this company come into our home as unprofessional as they come, was a HUGE mistakeWe had to call the manufacture of the stoveNobody at your business of years would call us backYou also should go check out the crappy work, your workers do after they are done ripping someone's house apartIf that's what the underneath of our home looks like after your installers were here, I sure would hate to see how unprofessional job they did on our roof wasn't up there yetYou said about me using profanity and swearingHow about your worker you know the one that's only been there months, after you said all your employees have been there yearsThe worker also that's been there months, came to my house and told me to shut upNo I don't know his name, I was never told itNow that shows how unprofessional they really are.
Regards,
*** ***