Superior Products Distributors, Inc.

January 13,
face="Calibri" size="2">
*** *** ***
Revdex.com, Inc
** *** *** ***
*** ** ***
Re: *** ***
ID ***
Dear Ms.***:
This letter is in reference to
Ms***’s complaint in which she is looking for the door on her gas
fireplace to either be repaired or replaced. On Saturday, January 10th,
Superior did a site inspection to determine the issue and offered the customer
one of two options. The first option would be to install additional
fasteners to hold the door intact and keep from sagging. The second
option we offered was to replace the surround and door with an alternate model,
which would have two doors rather than a large single door like she has installed
now. Ms.*** preferred to keep the existing unit and we are
scheduled to install the additional fasteners on Wednesday, January 14th
Superior takes great pride in
offering top of the line products and services for almost years. Any
complaint our organization receives is not taken lightly and is always dealt
with in a timely manner. We hope Ms*** is satisfied with this
resolution. Please do not hesitate to contact me with any additional
comments or request for information
Sincerely,
*** ***
*** *** ** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

December 24, 2014
 
 
Ms. [redacted]
Revdex.com, Inc.
[redacted]
 
Re:        [redacted]
               ID
[redacted]
 
Dear Ms. [redacted]:
 
This letter is in response to Mr.
S[redacted]’s 2nd explanation in reference to his original
complaint.  As I stated in my original response, Superior was working with
[redacted] to come up with a solution to Mr. [redacted]’s complaint. 
 
[redacted], our Business Unit
Manager, spoke to Mr. [redacted] earlier this week and offered to take back the
fireplace insert, and the terms of the offer.  He was very appreciative of
the new game plan, and will visit our [redacted] store after the holidays to pick
out an alternate insert.  We will then schedule removal of the existing
unit, and install the new one.
 
We feel that this is a fair
solution and resolves Mr. [redacted]’s complaint. 
 
Sincerely,
 
 
 
[redacted]

May 14, 2015
125);"> 
 
[redacted]
 
Dear Ms. [redacted],
 
This letter is in response to a
complaint filed against our organization recently.  Our Manager directly
contacted the customer and was able to resolve the issue quickly and
amicably.  We have since explained to our personnel how to properly handle
a similar situation from happening again.  As stated in our customer’s
conversation with our Manager, the customer looks forward to renting from us
again in the near future.
 
If you have any questions
whatsoever, please do not hesitate to contact me directly at ###-###-####.
 
Sincerely,
 
 
 
[redacted]
Executive Assistant to the
President
SPDI/Superior, Inc.
###-###-####

December 19, 2014
face="Calibri" size="3"> 
 
Ms. [redacted]
Revdex.com, Inc.
[redacted]
 
Re:        [redacted]
               ID [redacted]
 
Dear Ms. [redacted]:
 
This letter is in reference to Mr. [redacted]’s complaint in which he feels that the [redacted] fireplace insert he
purchased from Superior is not performing properly.  With any wood stove
or insert, there is potential of some smoke escaping the appliance when the
door opens. There are many variables that can cause this including exterior
temperature, interior negative air pressure, or moisture content of the wood.
  Superior has been to the home and did not see anything unusual in
its performance.  We are currently working with the manufacturer to
determine if there is a solution to Mr. [redacted]’s complaint. 
 
In reference to the unused part,
Superior will reimburse the customer $57.77 plus tax within next 5 business
days.  Superior stands behind all products and services and looks forward
to resolving this issue quickly and amicably.
 
Sincerely,
 
 
 
[redacted]

Complaint: [redacted]
Dear Ms. [redacted],
Thank you
for your efforts to resolve this matter and for the opportunity to provide a
rebuttal to Ms. [redacted]'s written response.   
Most of what I will say has already been stated verbally and in written
e-mails to representatives of Superior Products.  I would be happy to provide you with copies
of my e-mails to Superior Products representatives.  For the record I have over 35 years of
experience burning wood beginning when I lived in my mother's house and
continuing more than 25 years in my own home. 
Please allow me to restate very specifically the details of my complaint
with the [redacted] wood insert purchased from Superior Products.  I am not complaining about smoke and fumes
that may escape from the opened door when weather conditions are adverse, due
to operator error, or due to firewood occasionally falling against the door and
thereby requiring that the door be opened and the wood moved.  I am complaining about the significant volume
of visible smoke and/or non-visible fumes that escape from the unit routinely
when the door is opened for reloading.  I
have stated several times that the unit looks wonderful, provides ample heat,
and burns wonderfully during normal operation. 
I simply cannot open the door to refuel it without getting a house full
of smoke and exhaust fumes, and on that basis alone I find its performance to
be unsatisfactory.
 
Ms. [redacted] has provided a generic response citing potential causes of "some"
smoke escaping from the unit when the door is opened.  Mr. [redacted] of Superior inspected my
home on December 11, 2014 and viewed the [redacted] unit in operation.  He ruled out all of these potential causes
that Ms. [redacted] provided.  He noted that
I had excellent quality firewood.  He
inspected my house and could not find anything that would cause a negative
pressure situation and in fact, we had a window near the unit opened a bit to
ensure that we could not have this condition. 
It was a suitably cold day to create proper draft and Mr. [redacted] commented that the unit was drafting beautifully.  Why did Ms. [redacted] choose to include these
potential causes of smoke in her response when Mr. [redacted] had already ruled
them out?
 
Mr.
[redacted] came to my house during daylight conditions and observed the unit in
operation.  I showed him how I reload the
unit and he never stated that I was doing anything improper.  He observed a few wisps of smoke escaping
from the unit but minimized it as nothing unusual.  Over the course of about two hours, Mr.
[redacted] and I opened the door of the unit several times.  By the end of our session it was very
apparent to me just how strong the smell of fumes was inside my house, though
Mr. [redacted] would not acknowledge that fact and basically stated that he
really didn't smell much at all.  After
he left, I took my dog for a walk outside in the fresh air and upon re-entering
my house the smell was overwhelming.  Mr.
[redacted] recorded several videos of the [redacted] wood insert operating
wonderfully and each time the door was opened it appeared that no smoke
escaped.  But yet, my house smelled very
badly with the odor of burning wood.
 
On the
evening of December 18, 2014, I recreated a similar situation as that which Mr.
[redacted] videotaped.  It was a suitably
cold evening, the [redacted] insert was drafting and burning well, the nearby window
was open, no exhaust fans were on in the house, and I was using quality firewood.  I recorded a video that clearly shows the [redacted] insert in operation.  The only
difference in our videos is that when Mr. [redacted] recorded his, the room was
lit by daylight.  When I recorded my
video it was evening, the room was in darkness, and my wife held an LED
spotlight on the unit.  The very bright
white light of the LED bulb obviously provided a very distinct contrast to the
color of the smoke and made it much more visible than the natural daylight had. 
 
One can see
in the video that there is an astonishing amount of smoke and exhaust streaming
out of the open door of the [redacted] insert. 
Visible smoke is only one product of firewood combustion.  Other products of combustion, such as carbon
monoxide, are colorless and less obvious. 
It is very apparent in the video that the visible smoke is acting as an
indicator and is tracking in a much bigger stream of combustion exhaust
escaping from the open insert door.   A close examination also shows specks of ash
escaping in the exhaust stream even at times where there is little smoke.  Considering that the insert door must be
opened routinely for refueling, it is easy to understand that there will be
long term health consequences from breathing this level of exhaust into a home
that is closed up for wintertime.  Now it
is apparent to me why my eyes are irritated and my throat is scratchy after an
evening of burning wood.  Furthermore,
this amount of smoke and exhaust entering my house repeatedly, will no doubt
cause the painted walls and ceilings to discolor and it will destroy my
photographs and artwork.  If requested, I
will provide a copy of this video on DVD as it is a large file that is
difficult to transfer by e-mail.
 
Mr.
[redacted] found nothing wrong with the installation of the unit, my operation
of the unit, my house, and my firewood. 
My searches of the internet have found a significant amount of other
[redacted] owners that experience problems similar to mine.  Yet, Mr. [redacted] maintains the the [redacted]
insert is performing just as it is designed to. 
In my efforts to find a remedy, I have personally observed other brands
of wood inserts in operation in homes similar to mine and have not smelled any
fumes during the refueling process. 
These inserts are slightly different in design with a deeper and
narrower firebox, a smaller door, and a larger overhang at the top of the
firebox opening; all features that would better contain exhaust fumes and
direct them up the chimney flue. 
 
All things
considered, I have concluded that Superior Products has sold me a wood insert
that is both defective in its design and hazardous to operate.  In fact, if one wanted to pursue a
"class action" lawsuit against [redacted] regarding the [redacted], I
believe there is substantial merit to a case. 
If my insert is performing as it is designed to, there are serious
issues and this unit should be removed from the marketplace.  I categorically reject Ms. [redacted]'s
explanations and her assertion that there is nothing unusual with the
performance of the [redacted] wood insert in my home.  It is my intention to continue to pursue its
removal from my house and a full refund.
 
Sincerely,
 
[redacted]

To whom it may concern:

This letter is in reference to a
dispute your office received on November 11th in which our customer
had issues with receiving the unit he purchased from our organization. 
Our management team was able to rectify the situation and on Thursday, November
13th, we successfully installed the unit at the customer’s home.
 
 
Superior is working with [redacted] in terms of receiving misinformation on this particular order. 
We apologize for any inconvenience this may have caused.
Sincerely,
[redacted]

Dear Ms. [redacted],
 I accept the offer by Superior Products to resolve this complaint, with one clarification for the record.  In our conversation last week, [redacted] stated that Superior would remove the unit and issue either a refund or a credit towards the purchase of another insert from them.  This is not reflected in Ms. [redacted]'s letter.  While it is my intent to work with Superior Products to choose another of their available brands (some that I discussed with Mr. [redacted]) and I certainly expect that the process will go smoothly,
in the event of unforseen issues I may opt to exercise the refund option.  My initial purchasing and installation experience with Superior was very favorable and hopefully working together we can bring this to an acceptable resolution for both parties. 
Sincerely, [redacted]

Review: I purchased a [redacted] wood burning fireplace insert highly recommended by Superior. A Superior rep visited my house twice prior to them installing it. The unit does not perform properly. When it is reloaded with wood, significant smoke enters the house. It is a long term health hazard. I know and have observed other people with comparable inserts that have no such issue. I have contacted Superior numerous times to work with them on resolving this issue. Superior is very slow to respond and thus far have provided only lip service when I have managed to speak with someone. Also, after reviewing my paperwork again and the installation, I realized they charged me $57.77 plus tax for a part that was not even used in the installation.Desired Settlement: The recommended, sold, and installed the unit. It does not perform properly. To date they will not even come out to see the insert in operation. They have not acted in good faith to resolve the problem so therefore I would like them to remove the unit and issue a full refund.

Business

Response:

December 19, 2014

Ms. [redacted]

Revdex.com, Inc.

Re: [redacted]

ID [redacted]

Dear Ms. [redacted]:

This letter is in reference to Mr. [redacted]’s complaint in which he feels that the [redacted] fireplace insert he

purchased from Superior is not performing properly. With any wood stove

or insert, there is potential of some smoke escaping the appliance when the

door opens. There are many variables that can cause this including exterior

temperature, interior negative air pressure, or moisture content of the wood.

Superior has been to the home and did not see anything unusual in

its performance. We are currently working with the manufacturer to

determine if there is a solution to Mr. [redacted]’s complaint.

In reference to the unused part,

Superior will reimburse the customer $57.77 plus tax within next 5 business

days. Superior stands behind all products and services and looks forward

to resolving this issue quickly and amicably.

Sincerely,

Consumer

Response:

Review: [redacted]

Dear Ms. [redacted],

Thank you

for your efforts to resolve this matter and for the opportunity to provide a

rebuttal to Ms. [redacted]'s written response.

Most of what I will say has already been stated verbally and in written

e-mails to representatives of Superior Products. I would be happy to provide you with copies

of my e-mails to Superior Products representatives. For the record I have over 35 years of

experience burning wood beginning when I lived in my mother's house and

continuing more than 25 years in my own home.

Please allow me to restate very specifically the details of my complaint

with the [redacted] wood insert purchased from Superior Products. I am not complaining about smoke and fumes

that may escape from the opened door when weather conditions are adverse, due

to operator error, or due to firewood occasionally falling against the door and

thereby requiring that the door be opened and the wood moved. I am complaining about the significant volume

of visible smoke and/or non-visible fumes that escape from the unit routinely

when the door is opened for reloading. I

have stated several times that the unit looks wonderful, provides ample heat,

and burns wonderfully during normal operation.

I simply cannot open the door to refuel it without getting a house full

of smoke and exhaust fumes, and on that basis alone I find its performance to

be unsatisfactory.

Review: I ordered a [redacted] Stove on October 3rd 2014. I was asked to give a 50% deposit for the order on my Credit card. The total for the stove, stove surround and installation was over $6000. I thought that 50% was a lot for a deposit but I wanted the stove and agreed. I was told that the estimated delivery date to Superior would be around 10/22 and scheduled the installation for 10/24. I received a call from my salesperson the following week stating that the manufacturer was a little backlogged and that the delivery date to the dealer was going to be around 11/5. I was disappointed but was told that was a confirmed ship date and that the stove was definitely going to be shipped so I scheduled installation for 11/7. I received a call from my salesperson on what I believe was 10/30 stating that my stove was delayed again and it was going to be several more weeks before I could expect delivery. At this point I was very frustrated and cancelled my order and to refund my credit card. I received a call from my salesperson a little later the same day stating that a woman had also ordered the exact same stove as me and that she may be willing to wait on her delivery and I could have her stove instead of mine, if so did I still want the stove. I said yes and he said he would call back after speaking with her. A short time later he called back stating she would wait on her order and that my installation date would be unchanged, between 9-10 am on 11/7. I was very suspicious at this point, not trusting what I was being told and yet having waited this long I was fully committed to getting the stove installed. I called on 11/4 to see if the stove had shipped and was told that it had. I called twice on 11/6, first to confirm that the stove had been received and second to confirm early installation which I was taking personal time off for. Both times I was told that the stove was there and we were all set. I received a call from my salesperson on 11/6 at 6 pm stating that my stove was not there. I started screaming at him at that point. and asked to speak to the owner. I was put on a long hold and decided to hang up to cool off. I was called back about an hour later by two managers. The told me that the stove surround arrived but not the stove. I told them that was ridiculous and that I did not believe them. We argues for a while and I was told I would get a call on Friday morning after they called [redacted] to see when the stove would be arriving. I received a call from one of the managers at around 10:30 am stating that the stove was not available until late November. I then cancelled my order and requested a refund. This entire experience was ridiculous. I do not believe a word these people say and I believe that they intentionally deceived me. They had $3150 of my money for five weeks and all I got for it was broken promises and grief, a garage full of pellet fuel, and the need ot burn more oil that budgeted for as a result.Desired Settlement: I find what the management at Superior states happened to my order to be ridiculous. I went to another [redacted] Dealer ([redacted]) and ordered my stove from them. They told me that after the order is placed and shipment confirmation is received by the dealer, that the stove is definitely going to get delivered. The management at Superior stated that someone in receiving did not do their job properly but ultimately blamed in on [redacted]. I would like a discount from [redacted] off of my stove when it is finally delivered by [redacted] energy. The negligence on the part of Superior should be penalized by the Revdex.com in some way. Either way this should have been handled much differently. I called [redacted] directly and filed a complaint with them. It is number [redacted].

Business

Response:

To whom it may concern:

This letter is in reference to a

dispute your office received on November 11th in which our customer

had issues with receiving the unit he purchased from our organization.

Our management team was able to rectify the situation and on Thursday, November

13th, we successfully installed the unit at the customer’s home.

Superior is working with [redacted] in terms of receiving misinformation on this particular order.

We apologize for any inconvenience this may have caused.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I rented a 1 1/2 ton excavator. When I began to use it, the boom moved to the right, but would not move back to the left. On the paperwork it states that any problems with the machine must be reported within 24 hours. I called to let them know and the technician asked me what I was doing. I explained that there were 2 pedals. The right pedal moves the boom arm to the right, but the left pedal does not move it to the left. He said he would be right out to see what the problem was. Once he got out there, he realized that there is part of the right pedal that flips down, creating another pedal, and that is how the boom arm moves to the left. He said "I should have thought to ask you if you flipped it down or if you were pushing the left pedal. it's a common mistake." He never tried to explain this to me over the phone or told me that there would be a $100 service call for him coming out there. It does not state anywhere on the paperwork I have that there is a service call fee. I did not ask him to come out. And would not have had him come if I knew there was a fee. We could have managed our project without the boom, but we wanted them to know that it was like that when we got the machine and was not something that we broke. We were charged $100 security deposit. The rental manager, [redacted], charged my credit card $61.03 for gas when we returned the machine and did not refund our security deposit saying that was for the service call. When I talked to him about it, he agreed to refund only $47.00 of it.Desired Settlement: I would like a full refund of my $100 security deposit.

Business

Response:

May 14, 2015

Dear Ms. [redacted],

This letter is in response to a

complaint filed against our organization recently. Our Manager directly

contacted the customer and was able to resolve the issue quickly and

amicably. We have since explained to our personnel how to properly handle

a similar situation from happening again. As stated in our customer’s

conversation with our Manager, the customer looks forward to renting from us

again in the near future.

If you have any questions

whatsoever, please do not hesitate to contact me directly at ###-###-####.

Sincerely,

Executive Assistant to the

President

SPDI/Superior, Inc.###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: ON 5/1/13, I placed and order with this company for a new cover for my hot tub and I paid $250.00. At this time, I was told that I should receive a call to pick it up in early June 2013. About June 15 of this year I call the main store and asked where my cover was. I was told that it should be in by the first of July. About the second of July, I went to the Avon store and asked what happen to my cover. Later that day I received a call from the Avon store tell me that 1) the company that which was making the cover lost my order ( I believe that this was a lie) and 2) my cover will be here by July 15. As of this day, I have not received a call about my cover or the cover. I have talked to other people who have placed a special order with this company and they have had similar problems with them.

Product_Or_Service: Hot tub cover

Order_Number: SXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my cover delivered to me with with in the next week and $100.00 reduced from the amount I still owe them.

Business

Response:

Business Response /* (1000, 5, 2013/07/31) */

Contact Name and Title: [redacted], Exec. Asst.

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@superiornetwork.com

Superior takes great pride in offering customers Superior products and services for over 45 years. Feedback like this is a great tool we utilize to fine tune processes and procedures so that situations like this do not occur again. We have since implemented procedures with this manufacturer so that we are able to track our purchase orders and eliminate this type of situation from happening again. We do appreciate Mr. [redacted]'s patience and for his inconvenience have offered $50.00 off his new cover, free delivery and removal of his old cover. As of Monday, July 29th, it was reported that our customer was happy with the resolution and we will be delivering his new cover on Friday, August 2, 2013.

Again, we appreciate feedback like this as it is critical for our organization to offer the best possible customer service we can.

Consumer Response /* (-5, 8, 2013/08/01) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

I accepted the half amount of money that I wish to have because it was something . I believe that the free deliver and the Fifty dollars was the best I was going to get from them. Plus that was better then nothing at all.

Review: Had gas fireplace installed in September 2014. Fireplace door is crooked. Superior agreed and said they would fix it and took pictures of the problem. I have contacted them several times and they will not respond to my calls. They agreed to complete the work and have not followed through. I also went in personal to discuss the problem with [redacted] and agreed that it would be fixed. [redacted] in charge of repair also said he would fix the problem.Desired Settlement: I would like the door repaired or replaced.

Business

Response:

January 13, 2015

Revdex.com, Inc.

Re: [redacted]

ID [redacted]

Dear Ms.[redacted]:

This letter is in reference to

Ms. [redacted]’s complaint in which she is looking for the door on her gas

fireplace to either be repaired or replaced. On Saturday, January 10th,

Superior did a site inspection to determine the issue and offered the customer

one of two options. The first option would be to install additional

fasteners to hold the door intact and keep from sagging. The second

option we offered was to replace the surround and door with an alternate model,

which would have two doors rather than a large single door like she has installed

now. Ms.[redacted] preferred to keep the existing unit and we are

scheduled to install the additional fasteners on Wednesday, January 14th.

Superior takes great pride in

offering top of the line products and services for almost 50 years. Any

complaint our organization receives is not taken lightly and is always dealt

with in a timely manner. We hope Ms. [redacted] is satisfied with this

resolution. Please do not hesitate to contact me with any additional

comments or request for information.

Sincerely,