Southwest's Fireside

Initial Business Response /* (1000, 5, 2015/06/23) */
Contact Name and Title: [redacted] V.P. of Ops
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@swfireplace.com
Mrs. [redacted],
I am sorry to hear of the issue that you are having and wish to do the proper thing and make this right with...

you- at no charge to you.
Unfortunately, no grill maker that I know of, provides labor coverage under their warranties-nether for spiders, nor a possible defect. However, since you just purchased from us recently and it is the right thing for me to do, I will gladly send my master technician out to your home to evaluate the grill completely and repair/replace whatever needs to be done in order to return your grill to new condition and functionality at no cost to you. Our tech will also test the grill completely to ensure proper operation for you prior to his departure.
Thank you again for your business and thank you for pointing out that I need to provide better training to my sales person in regards to handling a rare incident such as this. I will do my absolute best to have this taken care of for you before Father's Day arrives.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, especially now that we have been informed that the grill started on fire not because of bugs, but failure by retailer to put the grill together properly. Thank you for doing the right thing